Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.
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 Microsoft Federal 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.
Responsibilities
Incident Management
Incident Management role is to manage and support the reactive portion of Microsoft Premier Support contracts for the Federal customers and partners 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.
The Incident Manager is responsible for the delivery of end to end reactive support, including healthy reactive case progression. Resources aligned directly to customer accounts / Customer Success Managers (CSAMs) and own escalation handling, reporting, 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
- Own reactive case management and progression for critical situation (critsit) cases
- Regular case reviews and provide status updates of unhealthy reactive cases owned by internal support organizations
- Partnership with account CSAM to gather/analyze information as needed to support the customer
- 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
- Case Trending (People, Process, and Technology)
- Identify the root cause of reactive support incidents and categorize in line with ITIL methodology
Qualifications
Skills Needed for this Role Include:
- Able to work independently with minimal supervision.
- Embrace teamwork and a highly collaborative environment.
- 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.
Required:
- The successful candidate must have an active U.S. Government Top Secret Security Clearance. (See below)
- 2+ years of experience in enterprise technical support or operations or call center 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.
- Given the nature of the business, this position will require flexibility to work both standard and outside of standard business hours based on customer’s needs.
Preferred:
- Familiarity with US Government systems.
- Familiarity with Microsoft products/services.
- Skilled use of Microsoft Power BI reporting.
- Track record in successfully coordinating activities that involve cross-team of internal/external contacts.
- Understanding of reactive case lifecycle and troubleshooting methodology.
Additional Requirements:
US Citizenship:
The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.
Candidates selected for this position must comply with Federal Executive Order 14042 mandating that federal contractors and subcontractors receive the COVID-19 vaccine by being fully vaccinated before their date of hire, or work with Microsoft to receive an approved religious or medical accommodation
Top Secret Clearance:
The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
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.
