• Monitor and review active cloud support cases (initially Azure-focused, expanding to broader enterprise support cases) to identify high-risk indicators. • Evaluate technical health, customer impact, and communication quality within ongoing support engagements. • Proactively engage support teams to mitigate potential executive escalations. • Serve as a technical escalation point for priority and high-visibility cases. • Maintain accurate documentation of risk assessments, actions taken, and remediation outcomes. • Analyze historical escalation trends to identify recurring risk patterns. • Contribute to enhancements of internal risk evaluation processes, including AI-assisted prompt refinement and data-driven insights. • Collaborate with cross-functional teams to ensure SLA compliance and resolution quality. • Provide feedback to support engineers to improve case handling and communication effectiveness. • Support continuous improvement initiatives within the support operations organization.