Incident Management Manager - Reactive Support Center of Excellence - CTJ - Top Secret

We are looking to hire a Incident Management Manager - Reactive Support Center of Excellence to join Microsoft Federal.

You can help us achieve our mission.

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG).

To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

Responsibilities

This is a critical leadership role responsible for leading and directing a team of Incident Managers to deliver success through empowerment and accountability by modeling, coaching, and caring. Managing escalations that your team handles. Coaches team on ensuring readiness and to align to the organizations strategic pillars.

Leads teams to:

• Perform program landscape research and analysis. Leads teams to identify and scope opportunities to develop new programs and improve current ones impacting the broader unit. Define and track the success criteria and performance metrics.
• Define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and gets feedback from teams if communication has landed.
• Evangelize the program to stakeholders, partners, and customers to gain buy in.
• Act as system architects to understand how systems work and impact one another.
• Conduct cost-benefit analyses to examine performance to value drivers.
• Collect and evaluate success criteria and performance metrics.
• Utilize direction and strategy from leadership to advocate and influence sponsorship regarding business area of expertise in order to create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.

In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.

• Manages a team that acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.
• Proactively contributes to Federal initiatives by proactively providing feedback to improve the customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.
• Ensures team provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
• Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.
• Drives team to provides problem management on open cases to spot trending and highlight focus areas to customers.
• Helps team identify ways to proactively guide the customer to improve operational health and awareness of platform alerting based on performance metrics.
• Gathers input from team, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.

• Ensures team is engaging with engineering teams and/or operations teams to identify the right resource. And guides team to follow and contribute to the written protocol to ensure the right groups are engaged to resolve customer issues.
• Assists team to own escalated issues and manage account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues with director and GM when they appear.

• Helps team manage customer and ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
• Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.
• Own management level communications, and responses to escalated issues.
• Ensure team members are responsible for the setup and maintenance of customer facing reactive chat channels, enabling swift communication during escalations and/or Service Impacting events.

• Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
• Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.

• - Embody our culture and values

Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement
• - OR equivalent experience.
• 4+ years management (e.g., people, project, process, vendor, change) experience.
• 2+ years customer facing experience.

Other Qualifications

The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Cloud Screening: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

2+ years experience with incident management.

• The typical base pay range for this role across the U.S.

• $200,300 per year.

• $219,200 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 will accept applications for the role until November 9, 2024

If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.