Azure Incident Manager CTJ - Poly
Location: Redmond, Washington, Reston, Virginia
Job Type: Full time
Silver Team's Vision is to make it easy for everyone to create, consume, and manage planetary-scale, reliable cloud production services and infrastructure to achieve more. As a team, we bring together significant and complementary capabilities with tooling, infrastructure, monitoring and insights in new ways to increase our perspective. Our diversity of knowledge and experience comes together for the benefit of our users, our colleagues, our business, and ourselves.
Microsoft has been a leading company in computing for decades. We are a global operation, relied on by governments, utilities, schools, and co-operatives to deliver the things they need to work, every day.
In order to make this work for our customers, we need continual effort to make that delivery reliable. In order to drive reliability, we need you -- someone who already is, or is interested in becoming, Azure Incident Manager.
If you have experience managing scaled services within government cloud offerings, we’re interested in talking with you.
+ "Customer Obsessed" - Have a mindset that is focused first on the customer and how to use technology to make their experience safe, reliable, performant, scalable, etc.
+ Identify opportunities and take ownership for automation and/or continuous improvement of the Incident Management process and best practices
+ Provide feedback and drive improvements with current tools and processes, driving initiatives to the appropriate group, for proactive design changes and implementation or business risk assessment for incident causal factors.
+ Build out and manage the Incident Management program backlog with mechanisms to distribute and track work amongst the team members and partner teams
+ Lead the Incident Review forums (i.e. - to ensure ownership is closed loop and delivers the outcomes expected to prevent future incidents
+ Develop mechanisms across Incident Management functions (Azure) to share and adopt best practices that lead to better execution during incidents
+ Improve KPIs for measuring Incident Management phases, removing manual data entry points
+ Proactively communicate with Microsoft executive leadership, managers, engineering groups, and key stakeholders on active major incidents or crises.
+ Perform incident triage when escalated, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enables swift remediation.
+ Drive deep-dive post incident analysis of customer impacting issues with the Senior Incident Managers and respective teams focusing on reducing the likelihood of future events.
+ Participate in recovery implementation & testing exercises using scenario-based use cases to drive potential impact awareness and remediation.
+ Capture and record all incident timelines, data, and restoration efforts for handoff to the Problem Management
+ Identify, explore, and then ultimately drive cross team efforts to proactively resolve issues that could cause impact to our customers.
+ 3-5 years of experience in data center operations
+ 2 years of experience with incident, outage, or crisis management
+ 2 years of experience managing programs and cross-team projects
+ Must be able to participate in an on-call rotation and serve as escalation point.
+ Computer Science, telecommunications, or equivalent education or five (5) years equivalent work experience.
+ Ability to maintain calm during stressful situations; demonstrated leadership skills under fast-paced, highly dynamic situations
+ Strong collaboration skills: working across teams and organizations is necessary to be successful.
+ Excellent written and verbal communication skills.
+ Demonstrated ability to balance strategic and tactical initiatives using sound business judgment.
+ Demonstrated quantitative skills to resolve ambiguous problems and driving to root cause.
+ Direct experience with business continuity.
+ Demonstrated ability to set priorities, pursue multiple threads at the same time, accurately reflect the current state and drive towards desired state.
Security Clearance Requirements: Candidates must be able 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:
- Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements
- The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Candidates selected for this position may need to 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.
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.