Global Crisis Incident Manager (GCIM)

Microsoft•Redmond, WA

11h

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 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 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 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 accomplishments. 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 organization 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 3+ years technology industry, customer service, or related experience
OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience
OR equivalent experience
Extensive experience in incident, escalation, or crisis management in a 24x7 operational environment
Experienced leading high‑severity, business‑critical incidents
Fluency in English (written and verbal)
Hands‑on experience with Incident, Problem, and Change Management processes
Proven ability to lead post‑incident reviews and drive corrective actions
Proven stakeholder management skills across technical and non‑technical audiences
Ability to remain calm, focused, and effective under pressure
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Nice To Haves

Experience designing and improving incident management frameworks, tools, and reporting.
Enterprise‑scale incident management experience with global impact.
Vendor and partner management experience.
Demonstrated analytical, reporting, and executive communication skills.
Ability to negotiate, manage conflict, and influence across organizational levels.

Responsibilities

Major Incident & Crisis Management
Lead all Severity and Crisis incidents from initiation through stabilization
Ensure incidents are assigned to the correct resolver teams and progress against SLAs
Drive clear, timely stakeholder communications and executive updates
Manage all outstanding actions until an acceptable workaround or resolution is in place
Post‑Incident Accountability
Lead Major Incident Reviews and CSS Live Site Reviews
Own Post Incident Reviews (PIRs) for S500 customers in the assigned time zone
Identify root causes, systemic gaps, and improvement opportunities
Ensure high‑quality documentation and follow‑through on corrective actions
CCG (Crisis Command Group) Leadership
Own CCG initiative execution across the time zone
Plan and lead crisis drills and program iterations
Drive adoption of CCG processes and best practices end‑to-end
Continuous Improvement & Governance
Maintain and govern the continual service improvement log
Partner with Engineering on root cause analysis and prevention strategies
Represent the Command Center on change requests and escalations
Ensure compliance with security, quality, and regulatory standards