•The Duty Manager is responsible for a timely review and assignment of all incoming escalations within the teams’ queues. As part of the core role, the Duty Manager will ensure that:
• All escalations are assessed for urgency, scope and technical or political impact within SLA: strategic customers, security or data breach related escalations, engineering requests or special programs […]
• In scope escalations are assigned to the delivery partners’ queues or internally within the Microsoft escalation team according to specialization, availability, and seniority level.
• Incoming escalation requests...