Global Crisis Incident Manager

Main Location
Redmond, WA, United States
Open jobs

Do you want to empower every person and every organization on the planet to achieve more? Are you passionate about the operational health of an organization? Are you driven to ensure proper management of major incidents to help provide quick resolution? Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? Do you enjoy leading and developing people? 

 

If so, the Global Crisis Incident Manager for the Operations Command Center in the Microsoft Customer Service and Support (CSS) organization is for you.

 

Customer Service and Support is one of the most exciting businesses to be part of at Microsoft today. If you love talking to and learning from customers, and are excited about working with brilliant technical minds, and motivating and rewarding people, we want to talk to you. We are looking for an intellectually curious, customer obsessed incident manager. We are looking for someone who is a lifetime learner and has a demonstrated track record in building teams through effective and strong leadership, who has empowered people to help customers succeed.

 

As one of the largest services and support networks in the industry, Microsoft Customer Service and Support (CSS) helps more than one billion customers around the world each year. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on premise and in the cloud.

 

You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world class support is critical to customer success. You will be part of a diverse team in an inclusive environment, where all opinions are valued. You will represent Microsoft to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group, leveraging the culture of customer obsession at Microsoft to empower every person and every organization on the planet to achieve more.


Our culture is built around attributes that drive our every decision, and our every action.
1. Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
2. Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
3. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included.
4. One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
5. Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.

 

Our team is looking for a Global Crisis Incident Manager to respond to and mitigate critical and high impact global events and escalations. Working within a specialist team, you will be responsible for directing and coordinating the Major Incident process with related activities of resolver teams across the Customer Service Support organisation and taking lead on major incidents to ensure the business receives relevant communications/updates and service is restored against SLAs.

 

 

Responsibilities

Core responsibilities:

• Being part of a Global Incident Management shift pattern to ensure 24x7 coverage
• Take full responsibility for major incident management from initiation until an acceptable IT work around is in place
• Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions
• Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents
• Lead any 'major incident reviews' and/or lead the CSS ‘live site review’ or participate in the appropriate Engineering ‘live site review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to:
• Prevent repeat issues affecting business users
• Maintain high availability of IT systems to our consumers
• Reduce the number of incidents generated
• Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes
• Progressing incidents with engineering in line with agreed service levels.
• Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans
• Liaise with the risk team to ensure all business issues where appropriate are handed over to the risk management team for follow up
• Continual service improvement log is managed and maintained
• Ensures vendors are adhering to all KPIs through quality and reporting checks
• Represents the team on all change requests
• Manages any escalations or queries on the incident/major incident process
• Governs all vendor actions on the incident/problem process
• Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security, quality, and regulatory policies as well as department development standards
• Continual review of incident processes to ensure optimal performance

Qualifications

Qualifications:

  • 1+ years of experience managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo Contact Center environment
  • Must be fluent in English, both written & verbal
  • Have worked in 24*7 Contact Center Operations
  • Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management
  • This position requires potential work outside of normal business hours and/or an on-call rotation

• Experience of running post-incident reviews to ensure high-quality discussion, reflection, documentation, and continual service improvement.
• Experience designing, developing, and implementing Incident Management processes, tools, templates, documents and reports
• Excellent problem-solving skills and ability to effectively communicate solutions
• Ability to explain technical concepts to technical and non-technical stakeholders
• Desire and ability to learn and work with engineers to resolve issues
• Excellent working knowledge of service management processes (Incident, Problem and Change Management)
• Ability to think critically and deliver results under pressure, while adjusting demeanour and communication style to accommodate a diverse customer base
• Good overall customer service skills, and can proactively manage customer expectations
• Strong time management and efficiency skills organised, and delivery focused, good planning skills, and process driven
• A team player with the ability to work on own initiative rather than to a strict process
• Strong report writing and analytical skills
• Able to negotiate in difficult situations to reach a successful conclusion
• Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
• Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident
• Balance of high standards and pragmatism to get a job done, whatever it takes

 

 

 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.


Mission
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Global Crisis Incident Manager
Microsoft Corporation