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Global Crisis Incident Manager

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
United States , Redmond

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

96500.00 - 188400.00 USD / Year
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Job Description:

The Global Crisis Incident Manager for the Command Center in the Microsoft CE&S organization responds to and mitigates 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.

Job Responsibility:

  • 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 high‑quality documentation and follow‑through on corrective actions
  • Own CCG (Crisis Command Group) 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
  • 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

Requirements:

  • Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
  • OR 7+ years technology industry, customer service, or related experience
  • OR equivalent experience
  • 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

Nice to have:

  • 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

Additional Information:

Job Posted:
March 02, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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