Team Ranger (Lead - L2)

Astreya Consultancy·Remote

Pay not stated3–6 yrsFull-timeRemote

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About the role

As a SMB Ranger, you will lead delivery partner escalation quality initiatives, manage predefined end-end escalation scenarios, and oversee emerging workload trends and customer impacting incidents.

What you'll do

Manage and positively impact the volume of Microsoft PTA/SEE escalations (L2)
Ensure 100% of DP-wide escalations meet expected quality standards via a recognized quality assurance model-workflow (agreed with PTAs/SEEs)
Escalations that fall below expected standards are shared with Rangers for remediation/feedback
Provide technical coaching and mentoring to DP team members at all skill levels
Lead the next-level triage tier at the DP. Rangers will proactively help unblock/triage cases prior to escalation to Microsoft PTAs/SEEs