With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

The Experience Strategy, Services, and Operations (ESSO) organization is leading the way in creating an exceptional customer experience through support offer creation, digital transformation, and operational excellence. If you're passionate about empowering people and organizations, have a drive for operational health and incident management, and thrive in an inclusive environment, then the Global Crisis Incident Manager role in the Microsoft CE&S Command Center is for you.

Join one of the most exciting businesses at Microsoft today, where you'll work with brilliant technical minds and be surrounded by people who are customer obsessed and always learning. As a member of our team, you'll represent Microsoft to our customers and work with internal groups to drive change and enhance the customer experience. Our culture values customer obsession, continuous learning, diversity and inclusion, collaboration, and making a difference.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

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.

• Work closely with technical/engineering teams, 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’

• 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.

Qualifications

Required Qualifications:

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in managing incidents, escalations, crisis events, or other relevant experience

• OR equivalent experience.

• 4+ year(s) experience in Enterprise Incident Management.

Other Qualifications:

By applying to this U.S. based position, this role requires availability to be onsite in Redmond, Washington 50% of the time. However relocation does not apply/is not provided for the role.

Preferred Qualifications:

• Extensive experience in managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo Contact Center environment.

• Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management.

• Experience designing, developing, and implementing Incident Management processes, tools, templates, documents, and reports.

• Ability to explain technical concepts to technical and non-technical stakeholders.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $91,800 - $178,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $117,900 - $195,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .