Isabel Costa Email & Phone Number

Lisbon, Pt

Lisbon, Portugal

Global Technical Leads are the community connectors, fostering global collaboration and mentoring/coaching delivery roles to enhance business KPIs .GTLs act as a technical escalation point, driving process improvements, and troubleshooting efficiency.Here's some of the GTL main duties:• Technical Escalation Point: Acts as a global technical escalation point for Exchange Online and Outlook. Owning executive escalations and unblocking customer complex and critical situations.• Process Improvement: Focuses on consolidating and improving the Exchange Online and Outlook engineering escalation process, including VSO and ICM reviews, to enhance the quality of escalations and reduce Time To Engineering (TTE) and Time In Engineering (TIE). Also analyzes top issues trends, provides insights to relevant stakeholders and work together to systematically address recurring patterns. Leverage innovative approaches like prompt engineering to create resources used in decreasing support tickets time to resolution.• Service Delivery Enhancements: Drives improvements in processes, tools, service delivery, and solutions to enable effective troubleshooting and remediation, including diagnostics.• Stakeholder Collaboration: Serves as a key collaboration point across multiple stakeholder teams, including supportability and product teams, for advanced troubleshooting to unblock progress.• Mentoring and Knowledge Sharing: Provides ramp activities for junior engineers, including knowledge sharing, technical coaching, and mentoring.

Lisbon, Portugal

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert, responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. Core Responsabilities: • Focus on the quality of engagement, working with the DP Quality teams• Provides Frontline Operations Metrics Oversight, defines and implements Get-to-green plans• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to…" measures)• Manages collaboration activities (reactive, proactive, cross-team for complex cases, escalation management, swarming, overall process)• Provides skill-gap analysis & readiness plans for Delivery Partner (DP) teams• Coordinates Readiness Content creation/delivery (identify needs for and contribute to readiness efforts)• Runs Non-Top Box Analysis and defines actions to reduce Non-Top Box rates• Provides technical & SME coaching for Delivery Partner (DP) Engineers/Advocates• Contributes to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM & PG)• Release Management and Deployment for DP (ensure it happens, don't own directly)• Participate in DP ROB (WBR/QBR/MBR)• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

Lisbon

Technical Advisors serve as resources for our support teams. We deliver unique value by collaboratively working with our frontline and escalation engineers to assist and resolve customer problems, provide proactive support advice, contributing to product quality and enhancements and create self-help assets to broadly reach more customers.Main duties:• Ensure we meet or exceed Microsoft 365 service suite customer’s support service quality in the most cost-efficient manner.• Guide the assigned support teams to ensure progress on deliverables, consistency in approach, share best practices, and collaborate on quality initiatives to enhance service delivery.• Identify and drive technical improvements to the services or processes that will materially improve the quality of the services, increasing self-help, decrease costs associated with delivering them, or will otherwise improve the services from a technical and/or business perspective• Build successful partnerships with the suppliers that deliver Front Line Support and Microsoft Escalation teams acting as a bridge• Work and lead the respective Virtual Support Teams within the new and modern world of support delivery to drive fast incidence resolution and high customer satisfaction rates.• Maintain a proactive approach to customer happiness, identifying customer dissatisfaction drivers and developing actions to mitigate those drivers

Lisbon Area, Portugal

Main duties:The Partner Technical Consultant role offers a strong technical solution knowledge to enable Partners building new skills, in supporting partners to accelerate their sales cycle and by helping partners to design, develop and deploy customer solutions based on Microsoft Technology. The Partner Technical Consultant role is primarily technical with a strong Solution based focus. PTC’s require the soft and communication skills to quickly understand and verify the Partner requests, discuss technical information and solutions, as well as to identify all required information of the Partner/Customer solution.

Lisbon Area, Portugal

Main duties:Solve highly complex email communications problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases. Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service and in person regarding finding solutions for technically complex problems identified in Microsoft software products.

Lisbon Metropolitan Area

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Education record