If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!   

Microsoft Services’ mission is to empower our customers and partners as they realize their fullest potential in a mobile-first, cloud-first world.  Key to transformative customer solutions is building and maintaining world-class operations.  In Enterprise Services Operations, our charter is to build a people and process capability that enables our sales and delivery teams to execute with confidence and achieve more for our customers.  Our priorities are to deliver valuable services and insights, identify and solve for simplification opportunities, and plan and deliver new operational motions to accelerate our digital transformation.  

Responsibilities

 Incident Management  

Incident Management is a newly defined role to manage and support the reactive portion of Microsoft Premier Support contracts for the Public Sector by overseeing case health and progress, developing relationships with customer stakeholders, and gathering account intelligence that can feed into other processes in support of the customer. 

The Incident Manager is responsible for the delivery of end to end reactive support, including healthy reactive case progression. Resources aligned directly to customer accounts / Technical Account Managers (TAMs) and own escalation handling, reporting, trending, and customer communications. Some customization may be required to help tailor the experience for each customer. In this role, your responsibilities will include:  

Ongoing oversight of reactive cases 

• Regular case reviews of reactive cases owned by internal support organizations to assess health and status 

• Partnership with account TAM on high-risk escalations and to gather/analyze information as needed to support the customer 
• Situational awareness & tracking 
• Proactive risk mitigation 
• Administrative casework 

Driving cases to a healthy state 

• Communication with internal Microsoft resources for case updates and action requests 
• Direct communication with customers to promote case progress where necessary 
• Assisting to set the proper expectations with customers for support 
• Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress 

Reporting 

• Customer facing reports 
• Produce regular reports on case health metrics and status to be delivered to customers 
• Participate in and prepare content for regular customer meetings 

Case Trending (People, Process, and Technology) 

• Identify the root cause of reactive support incidents and categorize in line with ITIL methodology. 

Skills Needed for this Role Include: 

• Able to work independently with minimal supervision  
• Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths. 
• Initiates collaboration with others; invites others to meetings and presentations to share information. Seeks support for collaborative activities from upper management. 
• Acts confidently in uncertain circumstances; works effectively in ambiguous situations. Stands behind his or her decisions. 
• Consciously develops influence strategies
• Anticipates the reactions of others 
• Adapts a presentation or discussion to appeal to the interest of others 
• Takes well thought-out action to achieve a specific impact. Demonstrates an understanding of the impact that his or her behavior and communications has on relationships with customers/peers

Qualifications

Required: 

• Be available to work on-call for 24/7 support
• 1+ years of experience in enterprise technical support or operations or call center environment
• Bachelor’s degree, or equivalent experience 
• Strong written and communication skills  
• Positive, energetic, enthusiastic attitude  
• Strong attention to detail
• Excellent at multi-tasking & task prioritization  
• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.  
• Ability to apply judgement in high pressure situations with minimal external guidance  
• Strong ability to comprehend written communications 
• Understanding of reactive case lifecycle and troubleshooting methodology

The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government 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.

Preferred: 

• Familiarity with US Government systems
• Familiarity with Microsoft products/services  
• Skilled use of Microsoft Power BI reporting 
• Track record in successfully coordinating activities that involve cross-team of internal/external contacts  

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.