Global Crisis Incident Manager
Microsoft
Global Crisis Incident Manager
Multiple Locations, India
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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.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.
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
Responsibilities
Core responsibilities as a Senior GCIM
Area/Time Zone Lead –
Area/Time Zone Leadership:
- Take full responsibility for coordinating with other global organizations such as Engineering Groups, Field Leadership teams, Area CCG's, CMET, TrIP, etc.
- Serve as the point of contact and lead representative for your respective area or time zone.
Management of High Severity and Crisis Incidents impacting your TZ :
- Manage all high severity and crisis incidents, ensuring they are assigned to the appropriate resolver team.
- Provide overall management and oversight of these incidents, working towards a timely resolution.
- Manage any outstanding actions or tasks related to the incidents.
Major Incident and Live Site Reviews:
- Lead major incident reviews, analyzing and evaluating the events that occurred during the incident.
- Lead the CSS 'live site review' in alignment with incident management processes and procedures.
- Ensure effective post-incident documentation is produced as part of the incident review process.
Accountability for Post Incident Reviews (PIRs):
- Lead and be accountable for all Post Incident Reviews (PIRs) specifically related to S500 customers in your respective time zone.
- Conduct thorough reviews of incidents, identifying areas for improvement, and making recommendations for future incident prevention and mitigation.
By fulfilling these responsibilities, you will play a crucial role in managing global incidents, coordinating with various teams, and driving continuous improvement in incident management processes.
Time Zone Lead
CCG Initiative Management:
- Take full responsibility for managing the Crisis across your time zone.
- Ensure effective planning, execution, and monitoring of activities in your assigned time zone.
Drill and Program Iteration Management:
- Be accountable for running drills and program iterations across your time zone.
- Coordinate and oversee the execution of these activities, ensuring they align with the objectives and goals.
Discussion and Implementation Leadership:
- Lead all discussions related to Crisis Managemet within your time zone.
- Drive the implementation of practices and processes, fostering collaboration and engagement among stakeholders.
End-to-End Implementation Oversight:
- Be accountable for managing the end-to-end implementation of the CPM initiative in your time zone.
- Ensure successful execution of all aspects of the initiative, from planning and design to deployment and evaluation.
By fulfilling these responsibilities, you will play a critical role in effectively managing the CPM initiative, promoting continuous improvement, and ensuring consistent and efficient implementation across your assigned time zone.
Service Delivery Lead
Mindtree Relationship and Resource Management:
- Take full responsibility for managing the relationship with Mindtree and overseeing the allocation of resources across India.
- Foster strong relationships with Mindtree executives to ensure smooth operations of the command center business.
Operational Guidance and Leadership:
- Provide operational guidance and leadership in the day-to-day business operations of the command center.
- Ensure efficient and effective service delivery, meeting customer expectations and service level agreements.
Business Reviews and Reporting:
- Conduct regular weekly and monthly business reviews with Mindtree, keeping them updated on the performance and progress of the command center.
- Be accountable for the quality and accuracy of the business reports provided to Mindtree, highlighting key insights and recommendations.
Monthly Business Reviews for Command Centre:
- Lead the monthly business reviews specifically for the Command Centre.
- Analyze performance metrics, identify areas for improvement, and collaborate with stakeholders to drive continuous enhancement of service delivery.
By fulfilling these responsibilities, you will play a crucial role in maintaining a strong relationship with Mindtree, providing operational guidance, and ensuring the successful delivery of services from the command center.
Core GCIM Responsibilities
- Being part of a Global Incident Management shift pattern to ensure 24x7 coverage
• Take full responsibility for major incident management from initiation until an acceptable IT work around is in place
• Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions
• Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents
• Lead any 'major incident reviews' and/or lead the CSS ‘live site review’ or participate in the appropriate Engineering ‘live site review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to:
• Prevent repeat issues affecting business users
• Reduce the number of incidents generated
• Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes
• Progressing incidents with engineering in line with agreed service levels.
• Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans
• Liaise with the risk team to ensure all business issues where appropriate are handed over to the risk management team for follow up
• Continual service improvement log is managed and maintained
• Ensures vendors are adhering to all KPIs through quality and reporting checks
• Represents the team on all change requests
• Manages any escalations or queries on the incident/major incident process
• Governs all vendor actions on the incident/problem process
• Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security, quality, and regulatory policies as well as department development standards
• Continual review of incident processes to ensure optimal performance
Qualifications
Qualifications:
- Extensive experience in managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo Contact Center environment
- Must be fluent in English, both written & verbal
- Have worked in 24*7 Contact Center Operations
- Familiarity with Incident Management processes and comfortable using first- or third-party industry tools used for Incident Management
- This position requires potential work outside of normal business hours and/or an on-call rotation
- Experience of running post-incident reviews to ensure high-quality discussion, reflection, documentation, and continual service improvement.
• Experience designing, developing, and implementing Incident Management processes, tools, templates, documents and reports
• Excellent problem-solving skills and ability to effectively communicate solutions
• Ability to explain technical concepts to technical and non-technical stakeholders
• Desire and ability to learn and work with engineers to resolve issues
• Excellent working knowledge of service management processes (Incident, Problem and Change Management)
• Ability to think critically and deliver results under pressure, while adjusting demeanour and communication style to accommodate a diverse customer base
• Good overall customer service skills, and can proactively manage customer expectations
• Strong time management and efficiency skills organised, and delivery focused, good planning skills, and process driven
• A team player with the ability to work on own initiative rather than to a strict process
• Strong report writing and analytical skills
• Able to negotiate in difficult situations to reach a successful conclusion
• Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
• Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident
• Balance of high standards and pragmatism to get a job done, whatever it takes
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.
Responsibilities
• Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
• Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
• Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
• Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
• Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
• Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
• Vendor Relationships: Own and lead relationships with outsource vendors.