Mzoughi Yassine

- Technical and Operational lead - Assist acting team manager or POD lead - Oversee the success of Microsoft’s Delivery from our Support Data Engineers, focusing on the Technical Readiness, Quality and Process Compliance. - Drive Supportability Activities, such as case pattern recognition and deflection initiatives. - Manage political/ business escalations with Microsoft partners - Review and analyze KPIs to identify improvement opportunities and create content: Trainings, Procedures, Troubleshooting Flows and Articles. - Mentor engineers, helping them grow and develop their skills. - Develop improvement strategies of the supportability. - Handle leadership operations / analyze and approve processes

- Contribute to process, tool, case deflection, digital assets, service delivery and solution improvements. - Provides a managed incident management experience for the team and the partners - Serves as the primary contact for complex issues to identify resolutions, provide status updates, and manage expectations. - Provides feedback regarding past escalations to internal teams to drive learning. - Partaking in strategic initiatives to improve advisory experience and increase efficiency. - Documenting complex issues/bugs, their status, and impact on the business.