Senior Incident Manager

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 

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. 

Empower Billions!     

Microsoft Cloud Infrastructure and Operations (CO+I) is the engine that powers Microsoft's cloud services. The group is responsible for designing, building, and operating Microsoft’s global datacenters; managing the programmatic delivery of our critical infrastructure design, equipment procurement, construction delivery, infrastructure innovation, demand planning and capacity utilization of our unified infrastructure; and responsible for all operations needed to run the physical infrastructure. We focus on smart growth with an emphasis on automation, data-driven engineering, cost‐effectiveness, and environmental sustainability. We deliver the core infrastructure and foundational technologies for Microsoft's 200+ online businesses including Azure, Office 365, Bing, Xbox Live, Skype, and OneDrive. Our portfolio is built and managed by a team of subject matter experts working 24x7x365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide. 

Responsibilities

• Leverages technical expertise. 

• Strong judgement and decision making  during Crisis Management & Resolution.

• Coordinate multiple work streams and resources in highly complex crisis situations. 

• Drive mitigation plans.

• Resolves crisis by engaging necessary teams and escalating to appropriate stakeholders.   

• Applies diagnostic expertise.   

• Responds to incidents during regular on-call rotations including highly complex issues with major customer or business impact by identifying the level of impact.  

• Troubleshooting and making difficult decisions based on business impact.

• Deploying appropriate fixes to resolve root cause(s) and driving automations for prevention of recurring issues through managing multiple workstreams and/or resources required for incident resolution (e.g., product teams and owners, organization leadership, engineering teams).   

• Drives post-mortems and shares insights related to highly complex incidents and their resolution through postmortem reports .

• regular review meetings to identify opportunities to adopt similar solutions that can prevent incident recurrence in similar systems, platforms, and products across organizations.   

• End-to-end expertise in service and