Incident Manager

quality requirements, deliver incident management, and assessing regional support needs. In addition, we deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS. As a Senior Incident Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen 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. Responsibilities Partner with engineering, operations, and stakeholder teams to engage the right resources and drive timely resolution of escalated customer issues; act as a subject matter expert on escalation protocols and remove barriers to resolution. Own account-aligned customer incidents end-to-end, manage customer and internal stakeholder expectations, provide clear status updates, and represent the company independently in complex issue resolution. Build strong relationships across internal teams and leadership, proactively communicate complex issues and solutions, and influence teams to accelerate resolution outcomes. Lead or contribute to cross-regional and cross-functional initiatives and strategic projects to improve resolution times, customer satisfaction, and overall support experience. Identify trends, systemic issues, and process breakdowns through postmortems and customer feedback; create, The Senior Incident Manager will manage escalated customer and partner issues, ensuring timely resolution and clear communication. They will also lead initiatives to improve customer satisfaction and support experience.

Incident Management, Customer Service, Problem Solving, Collaboration, Orchestration, Relationship Management, Microsoft Products, Cloud Technology, Azure, M365, Stakeholder Engagement, Cross-Functional Initiatives, Process Improvement, Mentoring, Communication, Escalation Protocols, executive summaries and drive process and capability improvements. Model best practices and mentor team members on handling moderate to highly complex escalation cases. Qualifications Required Qualifications: Master's Degree in technology, business, or related field AND Solid years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND Proven years technology industry, customer service, or related experience o OR Proven years technology industry, customer service, or related experience years of technology industry, customer service, or related experience o OR equivalent experience Preferred Qualifications Solid years of technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND Proven years of technology industry, customer service, or related experience OR Master's Degree in technology, business, or related field AND Proven years of technology industry, customer service, or related experience OR equivalent experience Experience working with Microsoft products and services Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals) This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Microsoft is a global technology company headquartered in Redmond, Washington. Our mission is to empower every person and every organization on the planet to achieve more. We develop, license, and support a wide range of software products, services, and devices that help individuals and businesses realize their full potential.

Our flagship products include the Microsoft 365 productivity cloud, Windows operating system, Azure cloud platform, and Dynamics 365 business applications. We are also a leader in areas such as artificial intelligence, cybersecurity, developer tools, and gaming through Xbox and Game Pass.

With operations in more than 190 countries and over 220,000 employees worldwide, Microsoft is committed to responsible innovation, inclusive economic growth, and sustainability. We work closely with governments, industries, and communities to ensure that technology serves the public good and helps address some of the world’s most pressing challenges.

As we celebrate our 50th anniversary in 2025, we continue to look forward—investing in AI, cloud, and quantum computing to shape the future of work, education, and society at large scale.