Incident Manager
Microsoft
Incident Manager
Las Colinas, Texas, United States
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Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
As an Incident Manager, you will deliver a managed incident experience for top-tier customers, partners, and internal support groups. You’ll act as the primary contact for escalated issues, driving resolution, managing expectations, and coordinating resources to unblock complex support scenarios. This role is pivotal in preserving customer relationships and ensuring service recovery in critical moments.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required Qualifications:
- Bachelor's Degree in technology, business, or related field OR 3+ years technology industry, customer service, or related experience OR equivalent experience.
Other Requirements:
- 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.
- Citizenship & Citizenship Verification: This position requires verification of citizenship
due to citizenship-based legal restrictions. Specifically, this position supports United
States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
Additional or preferred qualifications
- Master's Degree in technology, business, or related field 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.
Support Escalation Management IC2 - The typical base pay range for this role across the U.S. is USD $68,300 - $122,600 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 $93,200 - $139,800 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
Microsoft will accept applications for the role until September 22nd, 2025
Responsibilities
Customer Resolution
- Acts as a primary contact to understand issues and improve the experiences of account-aligned customers with minimal guidance. Leverages established relationships with various internal teams to resolve customer issues.
- Proactively contributes to regional, inter-group, or account team unit (ATU) initiatives by proactively providing feedback to the improve customer support experience for a customer or group of customers. Contributes to best practices to support the customer experience.
- Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
- Contributes to developing strategic projects which are designed to help improve resolution times, customer satisfaction, and support experience.
- Gathers input from others, raises requests, and liaises between stakeholders during postmortem discussions to give a breakdown of what happened in assigned cases.
Collaboration
- Engages with engineering teams and/or operations teams to identify the right resource and. Follows and contributes to the written protocol to ensure the right groups are engaged to resolve customer issues.
- Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers or escalate as necessary. Ensures existing processes are not a blocker to customer issue resolution and flags incident issues when they appear.
Communication
- Manages customer and field expectations around issue response with limited support. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
- Develops and maintains relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope.
Process Improvement
- Identifies, documents, consolidates, and voices feedback to improve systematic issues and internal processes.
- Reviews post-mortem outcomes and creates an executive summary detailing the customer issue, impact on the business, and status of the resolution for review by managers and more senior escalation managers. Proactively escalates highly sensitive issues to senior support escalation managers.