Incident Manager - CTJ - Top Secret at Microsoft

Reston, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

151900.0

Posted On

26 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Customer Service, Communication, Leadership, Trend Analysis, Case Resolution, Problem Solving, Collaboration, Process Improvement, Escalation Management, Relationship Building, Data Analysis, Security Clearance, Technical Support, Risk Management, Vendor Management

Industry

Software Development

Description

Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. * Conduct regular reviews of internal reactive cases to assess status and health. * Assist with high-risk escalations by gathering and analyzing information to support the customer. Communication and leadership * Build strong relationships to resolve cases efficiently. * Coordinates with Account teams and manages customer support. * Communicates clearly and promptly. * Collaborates to influence decisions. * Flags systemic issues and process gaps. * Recommend process and tool improvements. Proactive Optimization * Provide trend analysis and proactive recommendations. * Accelerate case resolution. * Detect potential issues to enhance customer environments and promote resiliency. Support Escalation Management IC3 - The typical base pay range for this role across the U.S. is USD $76,800 - $151,900 per year. Required Qualifications - Master's Degree in technology, business, OR related field AND 1+ year(s) technology industry, customer service, OR related experience OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, OR related experience OR 5+ years technology industry, customer service, OR related experience OR equivalent experience. These requirements include, but are not limited to the following specialized security screenings: - The successful candidate must have an active U.S. Government Top Secret Security Clearance. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination. - Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment. - US Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance. Certain roles may be eligible for benefits and other compensation.

Responsibilities

The Incident Manager ensures that customers and internal stakeholders are informed about the status of issue resolution. They build relationships with vendors and coordinate with account teams to manage customer support effectively.