Position– Contract ( Microsoft )
Shift – Night (north american time zone)
Required Qualifications
Responsibilities:
Queue Watch:
Monitor the incident queue to ensure that all incoming incidents are promptly acknowledged and assigned to the appropriate teams for resolution
Maintain a clear overview of the incident queue to prioritize incidents based on severity and impact
Ensuring SLA Compliance:
Track and ensure that all incidents are resolved within the agreed Service Level Agreements (SLAs)
Implement processes to monitor SLA performance and take corrective actions when SLAs are at risk of being breached
Case Reviews:
Conduct regular case reviews to ensure that incidents are being handled efficiently and effectively
Provide feedback and guidance to the incident management team to improve case handling and resolution times
Customer Recoveries:
Ensure that customer recoveries are managed effectively, whether cases are closed with or without resolution
Communicate with customers to provide updates on incident status and recovery actions
Work closely with the Customer Experience Manager to ensure that customer satisfaction is maintained throughout the incident lifecycle
Additional Responsibilities:
Incident Classification:
Ensure proper incident classification according to severity definitions and engage relevant partners for resolution
Cross-Team Collaboration:
Coordinate cross-team collaboration to resolve incidents efficiently
Engage additional resources as necessary to keep the investigation and resolution on track
Communication Management:
Manage outbound communications while engineers resolve the issue
Create and manage communication plans for major incidents and ensure timely updates to stakeholders
On-Call Responsibilities:
Be available for on-call duties to manage incidents outside of regular business hours
This role requires strong multitasking abilities, excellent communication skills, and a proactive approach to incident management. The Incident Manager is the customer’s biggest advocate during times of need, ensuring that incidents are resolved efficiently and customer satisfaction is maintained
