Microsoft Corporation Incident Management, Enterprise Services Ops, Microsoft Services in Las Colinas, Texas
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.
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.
An 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
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
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.
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
1+ years of experience in a technical support and/or operations 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
Familiarity with Microsoft products/services
Track record in successfully coordinating activities that involve cross-team of internal/external contacts
Location: You will be based in Las Colinas, TX, with minimal travel required.
Please note, Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
With 15,000+ employees globally, Microsoft Services is one of the company’s largest groups, serving customers in 191 countries and 46 languages. Simply put, we help customers and partners get the most out of their technology investments by delivering their voices back to our business groups to make our technology even better—and by accelerating their transformation journeys to become digital businesses. For more information, visit www.aka.ms/LearnAboutDigitalTransformation.
Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.
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.