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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Incident Manager-Manager

United States, Las Colinas 96500.00 - 188400.00 USD / Year · Job Posted February 14, 2026
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Job Description

As an Incident Manager-Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.

Job Responsibility

  • Ensures quality plans in place to drive growth
  • Takes action based on insights from execution
  • Strives for excellence in project and process-based work, simplifying process without compromising outcomes
  • Provides increased transparency and integration across group
  • Coach/Mentor/support others to drive swift issue mitigation for our customers
  • Lead engagement with customers on their most complex, mission critical, or politically cases, driving ownership of issues through resolution, effectively communicating with CXX level stakeholders (internal and external)
  • Collaborate effectively to solve internal/external customer issues improving processes to provide enhanced Customer experience
  • Demonstrate Customer obsession through advocating for the Customer within Microsoft
  • Identify and drive opportunities via Postmortems to remediate risk
  • Build and sustain positive and effective partnerships with internal stakeholders
  • Leverage Business Intelligence to support need for change and aid decisions making
  • Partners with operations teams to ensure the effecting landing and adoption of change to roles, processes, tools and reporting
  • Improve the overall effectiveness of the organization, participating in appropriate business initiatives
  • Identify/develop innovative support process solutions to simplify and drive improvement and efficiency
  • Focus on continuous learning
  • Understand, course-correct and inspire the team and their results, contributing to Service Center’s rhythm of business
  • Attract/Lead/Manage/Inspire/Develop a team of Incident Managers
  • Recognizes team members´ strengths, aligned to capability needs, resulting in strong delivery results
  • Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand our customers
  • Drive employee morale, engagement and motivation through effective leadership
  • Support direct reports in achieving their individual performance goals and career aspirations
  • Develop a “Culture of Care” within the team and exemplify the Model, Coach, Care approach
  • Build strong relationships and become a trusted advisor with internal/external stakeholders
  • Exhibit confident leadership collaborating across multiple groups/organizations to meet desired outcomes
  • Communicate timely and effectively to all key stakeholders
  • Articulate the value of Unified Support and Reactive Support Management to key stakeholders
  • Effectively influence and lead actions through cross-group collaboration
  • Identify and elevate systematic issues and process breakdown
  • Proactively identify and champion process and tools improvement
  • Lead, collaborate, and participate in continuous improvement initiatives

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
  • 2+ years of management experience in a technical support, service delivery, and/or customer-oriented environment with a demonstrated ability to build/lead a team, including the ability to effectively influence without authority
  • Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
  • Microsoft Cloud Background Check

Nice to have

  • Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience
  • Project management experience
  • Experience working with Microsoft products and services
  • 1+ year(s) people management experience
  • Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)
  • Passion and interest in enhancing the customer experience (customer obsession) with 3-5 years’ experience in direct customer interaction
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