Global Crisis Incident Manager (GCIM)

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 isone of the most exciting businesses to be partof atMicrosoft 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 obsessedincident manager. We are looking for someone who is a lifetime learner and has a demonstratedtrack 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 ofMicrosofttechnologies 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, obsessedaboutour customers, and who believe thatworld-classsupport is critical to customer success. You will be part of a diverse team in an inclusive environment, where all opinions are valued. You willrepresentMicrosoft to our customers and will work directly with our most relevant internal groups to drive change that enhancescustomerexperience. You will act as the voice of the customer to internal audiences such as the Microsoft Engineering Group,leveragingthe 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 ourcustomers'experiences easy,insightfuland 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 toaccomplishments.
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 yourday-to-dayresponsibilities 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.

• 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

• 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 highquality documentation and followthrough on corrective actions

• Own CCG initiative execution across the time zone
• Plan and lead crisis drills and program iterations
• Drive adoption of CCG processes and best practices endtoend

• 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