Global Crisis Incident Manager (GCIM)

Microsoft

About The Position

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 Command Center in the Microsoft CE&S organization is for you. CS&S 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. 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. 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. Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage new hires to feel included. 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. 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 Senior 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.

Requirements

Master’s degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
OR bachelor’s degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
OR 9+ years technology industry, customer service, or related experience OR equivalent experience.
Extensive experience in 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 247 Contact Center Operations
Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management
Ability to manage and resolve conflict and able to work effectively at all levels of the organization
Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident
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 demeanor 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 organized, 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
Balance of high standards and pragmatism to get a job done, whatever it takes

Responsibilities

Take full responsibility for coordinating with other global organizations such as Engineering Groups, Field Leadership teams, Area CCG's, CMET, TrIP, etc.
Serve as the point of contact and lead representative for your respective area or time zone.
Manage all high severity and crisis incidents, ensuring they are assigned to the appropriate resolver team.
Provide overall management and oversight of these incidents, working towards a timely resolution.
Manage any outstanding actions or tasks related to the incidents.
Lead major incident reviews, analyzing and evaluating the events that occurred during the incident.
Lead the CSS 'live site review' in alignment with incident management processes and procedures.
Ensure effective post-incident documentation is produced as part of the incident review process.
Lead and be accountable for all Post Incident Reviews (PIRs) specifically related to S500 customers in your respective time zone.
Conduct thorough reviews of incidents, identifying areas for improvement, and making recommendations for future incident prevention and mitigation.
Take full responsibility for managing the CCG initiative across your time zone.
Ensure effective planning, execution, and monitoring of CCG activities in your assigned time zone.
Be accountable for running drills and program iterations across your time zone.
Coordinate and oversee the execution of these activities, ensuring they align with the CCG objectives and goals.
Lead all discussions related to CCG within your time zone.
Drive the implementation of CCG practices and processes, fostering collaboration and engagement among stakeholders.
Be accountable for managing the end-to-end implementation of the CCG initiative in your time zone.
Ensure successful execution of all aspects of the initiative, from planning and design to deployment and evaluation.
Take full responsibility for managing the relationship with Mindtree and overseeing the allocation of resources across India.
Foster strong relationships with Mindtree executives to ensure smooth operations of the command center business.
Provide operational guidance and leadership in the day-to-day business operations of the command center.
Ensure efficient and effective service delivery, meeting customer expectations and service level agreements.
Conduct regular weekly and monthly business reviews with Mindtree, keeping them updated on the performance and progress of the command center.
Be accountable for the quality and accuracy of the business reports provided to Mindtree, highlighting key insights and recommendations.
Lead the monthly business reviews specifically for the Command Centre.
Analyze performance metrics, identify areas for improvement, and collaborate with stakeholders to drive continuous enhancement of service delivery.
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
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