(USA Only) Incident Manager

Join our team for 24x7x365 management of High Severity level incidents at Microsoft Inc. As an Incident Management Specialist, you will triage, analyze, and facilitate the resolution of major incidents, driving quick service restoration and providing leadership for all events, especially high-priority incidents.

Responsibilities
Manage High Severity level incidents throughout their lifecycle
Obtain and document relevant triage information via Incident ticket
Investigate, identify, and document the cause of incidents with technical teams
Drive communication in the SEV bridge and with business stakeholders
Collaborate with the ITSM Problem Management team for service improvement
Issue Severity Level Incident Pages (SEV) using internal Incident Management processes
Facilitate, manage, and document via SEV Phone Bridge or Microsoft Teams
Communicate incident status via email and Urgent Messenger alerts to Executive and Management teams
Provide guidance and assistance to technical and management teams on the SEV incident bridge
Engage additional resources, including Executive Management, as needed
Identify absolute root cause and document remediation actions for SEV incidents
Review and ensure implementation of short-term and long-term remediation actions
Analyze SEV level ITSM tickets to identify incident trends
Collaborate with Problem Management for service improvement and communicate action plans

Skills
Broad technical knowledge across infrastructure, networking, applications, databases, and client platforms
Sound working knowledge of ITIL and infrastructure support processes
Experience in IT Incident Management, Crisis Management, and Problem Management
Excellent written and oral communication skills
Ability to work independently, think critically, and act responsibly
Professional behavior in all circumstances
Self-motivated and assertive
Ability to remain calm, rational, and logical under stress
Microsoft Office suite of products
BMC (Remedy) Suite of products / Service Now (Preferred)
Microsoft Teams (Preferred)
ITIL foundation or intermediate certification (Preferred)

#LI-TK3

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.