دانجوما عبد الله

• Reviews the renewal transition for currently active Support Agreement.
• Creates a reference snapshot of current agreement and CSPM (Cloud support plan management) matching.
• Validates contract setup prior to renewal date for common issues and expected entitlements.
• Verifies Services Hub functionality, reactive case creation, CSPM & contacts carryover upon activation of new agreement.
• Generating and sharing extracted Customer success delivery review (CSDR) deck with CSAM.
• Proactively schedule a Major Incident Response Plan (MIRP) on behalf of CSAM to be executed between customers and Microsoft Unified/Premier support.
• Provide operational hygiene next best actions to CSAM to complete for managed accounts against subscribed operational functions.
• Provide single actionable insights to promote customer health based on available data on CXObserve, MSX etc.
• Monthly review of potential cause (People, Process, Technology) to closed support requests, case trending and categorize Support requests into common themes and problem, identification of potential Support Needs Recommendation(s) for identified problems to be reviewed during upcoming CSDR.
• Proactively communicate with CSAM to provide updates on ongoing support cases.
• Collaborate with Global Finances and Operations team to correct issues in contract setup and data entry.