Microsoft · 1 day ago
Global Crisis Incident Manager (GCIM)
United States
Full-time
Remote
Mid, Senior Level
$117K/yr - $204K/yr
4+ years expMicrosoft is seeking a Senior Global Crisis Incident Manager for their Command Center in the Customer Service and Support organization. This role involves managing high severity incidents, coordinating with various teams, and leading post-incident reviews to enhance service delivery and customer satisfaction.
Application Performance ManagementArtificial Intelligence (AI)Business DevelopmentData ManagementDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
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
Provide operational guidance and leadership in the day-to-day business operations of the command center
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
Qualification
Required
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
Preferred
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 24*7 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
Benefits
Certain roles may be eligible for benefits and other compensation.
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
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reference. (Data Powered by US Department of Labor)
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2025 (9192)
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Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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