Responsibilities

• You will author and deploy incident communications to internal partners, stakeholders and external customers.
• You will coordinate these incidents across multiple organizations within Microsoft.
• You will help define and drive efforts to improve our overall incident coordination, communication capabilities, processes, and verbiage.
• You will provide leadership and guidance to ICC vendors on shift.
• You will investigate challenges in the ICC operations space and develop plans/recommendations for improvements.
• You will represent the voice of the customer to technical resources working to resolve issues.
• You will demonstrate technical excellence by applying engineering principles to solve complex problems.
• You will act as both a brand ambassador and trusted advisor in published communications about service events impacting the M365 suite of products.
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  Other
  • Embody our Culture and Values

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ year(s) technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
• Prior experience working in 24*7 operations.
• Provide Flexible shift coverage, including evenings and weekends.

• Microsoft Cloud Background Check:
  • This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship verification:
  • This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
  • This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
• Management Information Systems (MIS), Microsoft Certified Solutions Expert (MCSE)/Microsoft Certified Solutions Developer (MCSD), or other Engineering Certifications.Information Technology Infrastructure Library (ITIL) or Microsoft Operations Framework (MOF) Certification encouraged.
• Prior experience working with privacy/security and brand impacting events in a highly compliant atmosphere.
• Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization. Commitment to customer excellence.
• Solid reporting and analytics experience. Demonstrated ability to tailor communications to different audiences.
  
• Excellent crisis management skills, demonstrating resilience and maintaining a constructive attitude in times of change. Excellent project/program management skills with great attention to detail
  
• Ability to quickly absorb and apply new concepts. Great collaborator and team player, building trust and respect with people across organizations.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.