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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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The Microsoft Detection and Response Team (DART) is looking for a Cybersecurity Incident Operations Program Manager.

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

• Scope customer engagements as part of presales activities, including assessing client needs, defining desired outcomes, and estimating resources and timelines to ensure a successful delivery.

• Oversee the escalation channels, ensuring timely responses, directing issues to the appropriate delivery teams, monitoring progress to resolution, and raising matters to leadership, when necessary, especially in cases of urgent and sensitive nature.

• Collaborate closely with the delivery team to manage and resolve customer escalations promptly and effectively, ensuring customer satisfaction and maintaining delivery timelines.

• Oversee staffing and capacity planning for engagements and special event support, ensuring the appropriate allocation of resources to meet demand and client needs effectively.

• Fulfill on-call duties on a scheduled rotation, inclusive of weekends.

• Manage the implementation of incident management frameworks and procedures.

• Collaborate with internal teams, including Legal, Security Research, Product Groups, and others, to address and resolve emerging issues.

• Ensure operational processes maintain alignment with business objectives.

• Track the status of operational activities, ensuring schedules and priorities are met.

• Manage daily and weekly communication and status reporting proactively.

• Lead daily and weekly standup meetings and follow up on meeting minutes and action items.

Qualifications

Required/Minimum Qualifications

• 3+ years experience in software development lifecycle, large-scale computing, modeling, cybersecurity, and/or anomaly detection

• OR Bachelor's Degree in Statistics, Mathematics, Computer Science or related field

• 3+ years of professional experience in areas such as project management, operations, process enhancement, cybersecurity, or related sectors.

Additional or Preferred Qualifications

• 4+ years experience in software development lifecycle, large-scale computing, modeling, cyber-security, and/or anomaly detection

• OR Master's Degree in Statistics, Mathematics, Computer Science or related field

• Proven track record of guiding stakeholders and achieving agreement among individuals at all levels of experience.

• Flexibility to accommodate non-standard working hours as the job demands.

• Committed experience with Incident Management or the Incident Response sector, with a focus on enhancing the efficacy and efficiency of incident management operations.

• Resilience under stress, coupled with a readiness to occasionally operate beyond standard business hours to assist with incidents.

• Outstanding interpersonal and communication abilities, conducive to productive collaboration within diverse team structures.

• Proactive approach in initiating actions and advocating for improvements to establish more streamlined and effective incident management processes.

Security Research IC3 - The typical base pay range for this role across the U.S. is USD $98,300 - $193,200 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 $127,200 - $208,800 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 (https://careers.microsoft.com/us/en/us-corporate-pay %20 )

Microsoft will accept applications for the role until January 28, 2025.

#DART

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) .