Note: The job is a remote job and is open to candidates in USA. Allegis Global Solutions (AGS) employs the contractor to support Microsoft’s infrastructure capacity request workflow. The role manages and validates incoming requests, routes or resolves cases within established procedures, maintains records and reports, and coordinates follow-up with account teams and capacity owners.
Responsibilities
- Triage and prioritize incoming capacity request cases daily, verifying completeness and accuracy of submitted details such as IDs, SKUs, regions, and core counts
- Route validated cases to the correct owners and flag urgent or incomplete requests for immediate attention
- Resolve routine cases independently using documented procedures, escalating anything outside defined parameters to the appropriate team member
- Maintain and update budget trackers, case records, and reconciliation logs in Microsoft Excel
- Send clear, professional follow-up communications to account teams when information is missing or clarification is needed
- Track open action items through to closure, coordinating with account teams and capacity owners as needed
- Prepare the case queue ahead of scrum meetings and capture notes and action items during sessions
- Produce weekly reports covering case volumes, backlog aging, and escalation summaries
- Identify recurring issues or process gaps and suggest improvements to team procedures
Skills
- 2–4 years of experience in operations coordination, service desk, case management, or a similar high-volume queue-based role
- 2+ years of hands-on experience with ticketing or case management systems such as Azure DevOps, ServiceNow, Jira, or equivalent platforms
- 2+ years of advanced Microsoft Excel usage including lookups, pivot tables, and data reconciliation in an operational context
- 1+ year of exposure to Microsoft Azure concepts such as compute resources, VM families, SKUs, and regional infrastructure
- Case and queue management: triage, prioritization, and routing within a ticketing or case management system
- Attention to detail and data validation: ability to identify discrepancies in IDs, SKUs, regions, and core counts
- Advanced Microsoft Excel: proficiency with lookups, pivot tables, data reconciliation, and budget tracking
- Written communication: ability to compose clear follow-up requests and concise escalation summaries
- Process adherence and escalation judgment: following documented procedures precisely and recognizing when to escalate
- Stakeholder coordination: managing communication and action items across account teams and capacity owners
- Analytical and critical thinking: pattern recognition and the ability to work independently within defined boundaries
- Familiarity with Microsoft Azure fundamentals including compute, VM families and SKUs, and regions
- Background in cloud operations, IT service management, or supply chain operations is strongly preferred
- Associate or bachelor's degree in business management, economics, finance, accounting, or a related field preferred
- AZ-900 Microsoft Azure Fundamentals certification is a plus
Benefits
- Fully remote role
- Medical, dental & vision
- Hospital plans
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
- Company paid short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Employee Assistance Program
- Time Off/Leave (PTO, Allegis Group Paid Family Leave, Parental Leave)
Company Overview