Are you interested in being a part of Office 365 who just passed the 9 billion dollar revenue mark? Does supporting over 1.2 billion users and some of the largest companies in the world sound exciting? Do you like the thrill of driving resolution for a global service event one day while driving improvements to the business the next? If you said yes to these questions, then the Microsoft Customer Experience (CXP) team wants to talk to you! Come join a fast-paced Engineering team responsible for incident communication and coordination for all of Microsoft Office 365 services. The CXP Incident Communication and Coordination (ICC) team is a 24*7 organization, focused on real-time communication to our external customers as well as internal partners. We are looking for dynamic and flexible individuals who will help drive service incidents to resolution while effectively communicating these incidents to our customers and key stakeholders. The successful candidate will also be accountable for helping
Provide excellent incident communications to stakeholders and external customers Effectively coordinate these incidents across multiple organizations within Microsoft Define and drive efforts to improve our incident coordination and communication capabilities Ability to multi-task on several incidents and/or projects at once Provide great leadership and guidance to ICC vendors on shift Investigate problems in the ICC operations space and develops plans/recommendations for improvements Drive improvements in our communications processes and verbiage
Skills and qualifications: Passion for customer excellence Prior experience working in 24 *7 operations Must effectively manage and prioritize multiple tasks to deliver high-level objectives/projects Strong reporting and analytics experience Flexible shift coverage required, including evenings and weekends Outstanding written and verbal communications skills Demonstrated ability to tailor communications to different audiences Excellent project/program management skills with great attention to detail Demonstrates technical excellence by applying engineering principles to solve complex problems Excellent