Principal Technical Advisor Cybersecurity Incident Response

Position: Principal Technical Advisor for Cybersecurity Incident Response
Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.

The Principal Technical Advisor for Cybersecurity Incident Response is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes.

Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical Subject Matter Expert (SME).

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

* Readiness Development:
Plan strategies, prepare materials, and conduct gap analysis at a global level to develop readiness plans for delivery teams. Create resources for support readiness and coordinate with Release Excellence on release management plans.

* Case Management (Delivery Excellence):
Demonstrate expert problem-solving, case management, and customer service skills. Strategize technical triages and provide actionable feedback to key partners and stakeholders.

* Managing Collaboration

Activities:

Handle complex escalated problems, partner with product teams to drive fixes, and identify trends in customer feedback for future product enhancements.

* Supportability

Activities:

Manage high-impact escalated problems, driving fixes to product development, and improvements to operational processes.

* Process Improvement:
Refine processes by partnering with senior leadership across global teams, lead efforts to improve diagnostic data logging, and facilitate communication between engineering and support teams. Serve as an early warning system and put plans in place to mitigate issues and proactively drive solutions.

Qualifications

Required/minimum qualifications

* Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience

* OR equivalent experience.

* 8+ years prior product, customer support and/or technical support experience.

Other Requirements

* Microsoft Cloud Background Check:

* 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 /…