With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. As a Technical Support Engineering Manager focused on Incident Response you will lead a team of Cybersecurity Incident Response Engineers with deep industry knowledge who help the Customers mitigate the Cybersecurity Incidents that they are encountering. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product and process improvements. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep security industry knowledge and become adept at building and leading diverse teams. 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** **People Management:** + Managers deliver success through empowerment and accountability by modeling, coaching, and caring. + Model - Live our culture; Embody our values; Practice our leadership principles. + Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. + Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. **Response and Resolution:** + People Management: You lead a team of Incident Response Engineers who manage customer issues by practicing leadership principles,driving accountability and attracting/ retaining great people. + You impact the customer relationship through managing Technical Support delivery and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level. + Ensures customers stay informed as to the status/solution of their issue and manages customer relationship. Monitors tickets of direct reports and delivery units to ensure resolution. Uses tools and strategy to monitor the performance of a team or delivery unit as a whole (e.g., backlog, structure, trends, volume, other business metrics). Serves as the first line of management escalation. + Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved. Acts as an escalation point in case resolution as necessary. Aligns resources of product group to support engineers **Readiness:** + You ensure your team has the technical skills required to provide a great customer experience and you collaborate with partner teams (e.g. engineering /product/ readiness or other SMEs) to fill readiness gaps regarding new and existing technology + Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for technologies and feature releases. Provides feedback to global readiness team to ensure they have they appropriate readiness strategy and build material. Creates Microsoft role guides and ensures Technical Support Engineers have attended compliance trainings. Aids team in identifying gaps in technical documentation and collaborates with engineering and product teams to fill document gaps regarding new and existing technology. **Product/Process Improvement:** + You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements + Identifies resources needed to resolve bugs. Drives visibility of product bugs to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted. + Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues. + Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business. + Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support. **Business Integration:** + You identify opportunities to collaborate effectively with other teams and organizations to enable a great customer experience. Other: + Embody our culture and values (http://culture%20and values) **Qualifications** **Required Qualifications:** + 7+ years operational excellence, delivery management, account management, sales, or vendor management experience + OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience. + Strong and proven people management skills + Cybersecurity background - preferably Incident Response + 3+ years experience of managing managers. **Other Qualifications:** 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. Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable. Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local _[or applicable country]_ government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. **Additional or Preferred Qualifications:** + Extensive operational excellence, delivery management. + Strong customer service, communication, and interpersonal skills + Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals. + CISSP, CISM or similar industry certification + Flexibility and ability to adapt to ambiguous and changing situations + Ability to manage high pressure situations Technical Support Engineering M5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 - $219,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until March 10, 2025 \#CES #CSS #SCIM 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .