Job Information
Microsoft Corporation Federal Critical Situation Manager/Business Program Manager in Las Colinas, Texas
We're looking to hire a Federal Critical Situation Manager/Business Program Manager to join Microsoft Federal.
Critical Situation (CritSit) Manager will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit.
The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
Responsibilities
A Federal Critical Situation (CritSit) Manager is responsible for the delivery (positive outcome) of managing Critical/Crisis Situations. Own all levels of escalation handling and customer communications. In this role, your responsibilities will include:
Communication and leadership
• Build strong relationships with internal and customer stakeholders.
• Become a trusted advisor for aligned customer, Incident Managers (IM), and Customer Success Account Managers (CSAM).
• Exhibit confident leadership collaborating across multiple groups/organizations to meet customer outcomes.
• Communicate timely and effectively to internal and external customer needs.
• Articulate the value of Microsoft Services portfolio to key stakeholders.
• Effectively influence and lead actions through cross-group collaboration.
• Identify and elevate systematic issues and process breakdown.
• Proactively identify and champion process and tools improvement. Lead, collaborate, and participate in continuous improvement initiatives.
Ongoing oversight of reactive cases
• Manage Critical Situation incidents ensuring process is followed and escalated appropriately.
• Act as Crisis Manager in catastrophic outage situations by taking on all challenges to support US Public Sector customers and partners.
• Administrative casework, as needed.
Driving cases to a healthy state
• Demonstrated action-oriented ability to drive issues to resolution.
• Communication with internal Microsoft resources for case updates and action requests.
• Direct communication with customers to promote case progress where necessary across multiple management levels, including executive leadership.
• Assisting to set the proper expectations with customers for support.
• Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress.
Reporting
• Participate in and prepare content for scheduled customer meetings, as needed.
• Collaborate and prepare reports to allow better decision making on Critical Situation incidents.
Skills
• Customer focused with demonstrated strong negotiation and problem-solving skills.
• Interpersonal, written, and verbal communication skills, including executive level.
• Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths.
• Action-oriented, strong understanding of and ability to articulate customer’s sense of urgency.
• Initiates collaboration with others; invites others to meetings and presentations to share information.
Ability to work non-standard hours, weekends and public holidays, including on-call and onsite.
Location: You will be based in Reston, VA (or) Redmond, WA or Las Colinas, TX with minimal travel required.
Other
Embody our culture and values
Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND 2+ years work experience in program management, process management, process improvement
OR equivalent experience.
• 2+ years of experience in a technical support, service delivery, and/or customer-oriented environment.
• Experience with Microsoft products, programs, and/or services.
• Experience using Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, Teams, etc.
• Experience with reactive case lifecycle and troubleshooting methodology.
Other Requirements
Cloud Screening: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.
Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under U.S. export control regulations, potentially under the International Traffic in Arms Regulations or the Export Administration Regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, for assessment of eligibility to access the export-controlled information. To meet this legal requirement, citizenship will be verified via a valid passport.
Preferred Qualifications:
• ITIL and/or Microsoft Foundations certification.
• Experience with Microsoft Power BI reporting.
• Knowledge of Microsoft technologies with proven experience in Cloud environments.
• Familiarity with government systems and technology.
• Experience coordinating activities that involve cross-team of internal/external contacts.
Ability to obtain and maintain a United States Security Clearance.
Business Program Management IC3 - The typical base pay range for this role across the U.S. is USD $75,100 - $148,900 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 $98,800 - $163,300 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
Microsoft will accept applications for the role until March 23, 2025.
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) .