Requirements:

You will author and deploy incident communications to internal partners, stakeholders, and external customers.
You'll coordinate these incidents across multiple organizations within Microsoft.
You will help define and drive efforts to improve incident coordination and communication capabilities.
You'll provide leadership and guidance to ICC vendors on shift.
You will investigate challenges in the ICC operations space and develop plans for improvements.
You will represent the voice of the customer to technical resources.
You'll act as both a brand ambassador and trusted advisor in published communications about service events.

Required Qualifications:

Bachelor's Degree in Computer Science, Information Technology, or related field OR equivalent experience.
Prior experience working in 24*7 operations.
Flexible shift coverage required, including evenings and weekends.

ITIL or MOF Certification encouraged.
Passion for customer excellence.
Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization.
Strong reporting and analytics experience.
Outstanding written and verbal communications skills.
Demonstrated ability to tailor communications to different audiences.
Excellent project/program management skills with great attention to detail.
Demonstrate technical excellence by applying engineering principles to solve complex problems.
Excellent crisis management skills, maintaining a constructive attitude in times of change.
Ability to quickly absorb and apply new concepts.
Great collaborator and team player, building trust and respect with people across organizations.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.