Global Crisis Incident Manager (GCIM) at Microsoft

Redmond, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crisis Management, Incident Management, Major Incident Process, Stakeholder Communication, Post Incident Reviews, Root Cause Analysis, Crisis Command Group (CCG), Continuous Improvement, Governance, Change Management, Problem Management, Leadership, Customer Obsession, Service Restoration, Escalation Management

Industry

Software Development

Description

Overview 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. 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 Qualifications Required Qualifications: Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience o OR 7+ years technology industry, customer service, or related experience years of technology industry, customer service, or related experience o OR equivalent experience Additional Qualifications 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 Preferred Qualifications / Differentiators 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. 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. Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The Global Crisis Incident Manager will be responsible for leading all Severity and Crisis incidents from initiation through stabilization, ensuring timely stakeholder communications and service restoration against SLAs. This role also involves owning Post Incident Reviews (PIRs), identifying root causes, and driving corrective actions for systemic improvements.