Incident Manager

OVERVIEW

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!

In exceptional circumstances (language or other skills scarcity, market availability) a time bound

exception may be requested to relax the following job requirements:

3+ years of experience in supporting enterprise technologies or equivalent may be reduced to no less than 1+ years of experience

Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc

may be waived, with the expectation that the individual will receive specific training to overcome the deficit

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 Manager

The Incident Manager (IM) acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:

➢ Represent the customer’s business impact

➢ Support the end to end problem resolution

➢ Problem identification against the case portfolio

As a trusted account team member, the IM owns the positive outcome for our Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.

KEY ROLE RESPONSIBILITIES

Relationship Management

Know the customer and understand our customer’s expectations

with their reactive support experience

Focus on critical issues to ensure customer satisfaction

Set proper expectations with customers for support

Proactive management of reactive experience

Acknowledge and respond to customers' requests promptly

Anticipate risk and escalations based on customer context

Escalation Handling

Handle high-Risk escalations and gather/analyze information as needed to support the customer

Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

Work with engineers as needed to investigate the customer issue

further to understand the root cause to drive prevention

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Incident Administration

Monitor reactive cases owned by internal support organizations

Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

QUALIFICATIONS

Required:

3+ years of experience in supporting enterprise technologies or equivalent

Customer Service experience

Bachelor’s degree, or equivalent experience

Strong English written and verbal communication skills

Language] upper-intermediate (preferably B2-C1

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

Ability to pass Microsoft, customer and/or government security screening may be required

Preferred:

Understanding of reactive case lifecycle and troubleshooting methodology

Track record in successfully coordinating activities that involve cross-team of internal/external contacts

ITIL Foundation™ certified (or equivalent)

Skills that will make you successful in the role:

Demonstrated aptitude to learn new technologies

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. Demonstrates patience and persistence

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

Self-motivated, proactive, and customer-centric attitude

Quick learner and willing to adapt to a dynamic working environment