Incident Manager-Manager

Microsoft•Irving, TX

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As an Incident Manager-Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. 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.

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 OR equivalent experience.
2+ years of management experience in a technical support, service delivery, and/or customer-oriented environment with a demonstrated ability to build/lead a team, including the ability to effectively influence without authority. Able to set goals and expectations
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

Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience.
Project management experience.
Experience working with Microsoft products and services.
1+ year(s) people management experience.
Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).
Passion and interest in enhancing the customer experience (customer obsession) with 3-5 years’ experience in direct customer interaction

Responsibilities

Ensures quality plans in place to drive growth
Takes action based on insights from execution
Strives for excellence in project and process-based work, simplifying process without compromising outcomes
Provides increased transparency and integration across group
Coach/Mentor/support others to drive swift issue mitigation for our customers
Lead engagement with customers on their most complex, mission critical, or politically cases, driving ownership of issues through resolution, effectively communicating with CXX level stakeholders (internal and external)
Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience.
Demonstrate Customer obsession through advocating for the Customer within Microsoft
Identify and drive opportunities via Postmortems to remediate risk
Build and sustain positive and effective partnerships with internal stakeholders
Leverage Business Intelligence to support need for change and aid decisions making
Partners with operations teams to ensure the effecting landing and adoption of change to roles, processes, tools and reporting
Improve the overall effectiveness of the organization, participating in appropriate business initiatives
Identify/develop innovative support process solutions to simplify and drive improvement and efficiency
Focus on continuous learning
Understand, course-correct and inspire the team and their results, contributing to Service Center’s rhythm of business
Attract/Lead/Manage/Inspire/Develop a team of Incident Managers.
Recognizes team members´ strengths, aligned to capability needs, resulting in strong delivery results
Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our customers.
Drive employee morale, engagement and motivation through effective leadership
Support direct reports in achieving their individual performance goals and career aspirations
Develop a “Culture of Care” within the team and exemplify the Model, Coach, Care approach
Build strong relationships and become a trusted advisor with internal/external stakeholders
Exhibit confident leadership collaborating across multiple groups/organizations to meet desired outcomes
Communicate timely and effectively to all key stakeholders
Articulate the value of Unified Support and Reactive Support Management to key stakeholders
Effectively influence and lead actions through cross-group collaboration
Identify and elevate systematic issues and process breakdown
Proactively identify and champion process and tools improvement.
Lead, collaborate, and participate in continuous improvement initiatives.