Senior Incident Manager

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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.

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.

• Leverages technical expertise.
• Strong judgement and decision making during crisis management and resolution.
• Coordinates multiple work streams and resources in highly complex crisis situations.
• Drives mitigation plans.
• Resolves crises 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.
• Troubleshoots and makes difficult decisions based on business impact.
• Deploys appropriate fixes to resolve root cause(s) and drives automations for prevention of recurring issues through managing multiple workstreams and 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.
• Conducts regular review meetings to identify opportunities to adopt similar solutions that can prevent incident recurrence in similar systems, platforms, and products across organizations.
• Maintains end-to-end expertise in service and/or system design with an understanding of how technology layers and components interact, including infrastructure functions and dependencies at scale.
• Maintains advanced knowledge of the technology landscape and leverages industry norms to drive adoption of innovative solutions across.

Required Qualifications

• A Bachelor's degree in Electrical, Mechanical, or Automation Engineering (or a related field), along with technical experience in critical environments such as network, service, or systems engineering OR equivalent experience with a trades qualification in a data centre critical environment or military background.

Preferred Qualifications

• Extensive technical experience working within DataCentre Operations or distributed systems.
• Management Information Systems (MIS), or other industry or product specific Engineering Certifications.

Ability 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:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Employment details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development