Cybersecurity Incident Operations Program Manager

With over 18,000 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 innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.

The Microsoft Detection and Response Team (DART) is looking for a highly organized Cybersecurity Incident Operations Program Manager experienced in cybersecurity, with a specialized focus on incident response. This position plays a crucial role in ensuring efficient operations, effective staffing, and capacity planning, as well as fostering strong collaboration with both internal and external stakeholders. Additionally, the Program Manager will oversee customer relationships, ensuring that operational processes align with business objectives and maintaining high standards of service delivery.

This position is tailored for an individual who not only excels in technical acumen but also demonstrates robust capabilities in engaging with clients and adjusting to the evolving demands of incident response operations. Should you possess the requisite skills and feel prepared to embrace this opportunity, we would be eager to review your candidacy.

This role is flexible in that you can work up to 100% from home.

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

This role will work as part of a collaborative team providing the following:

1. Coordinate staffing and capacity planning for engagements and special event support, ensuring the appropriate allocation of resources to meet demand and customer needs effectively. Manage the implementation of incident management frameworks and procedures.
2. Collaborate with internal teams, including Legal, Security Research, Product Groups, and others, to address and resolve emerging issues.
3. Ensure operational processes maintain alignment with business objectives.
4. Build and maintain strong customer relationships by understanding the needs of our customers and ensuring alignment with service delivery.
5. Facilitate regular check-ins with customers to gather feedback and address their needs.
6. Track and document the status of operational activities, ensuring schedules and priorities are met.
7. Manage daily and weekly communication and status reporting proactively.
8. Lead daily and weekly standup meetings and follow up on meeting minutes and action items.
9. Track and report on key performance indicators (KPIs) related to engagement staffing and metrics.
10. Provide actionable insights to leadership for continuous improvement.

1. A bachelor’s degree or an equivalent amount of practical, role-related experience.
2. Professional experience in areas such as project management, operations, process enhancement, cybersecurity, or related sectors.
3. Experience guiding stakeholders and achieving agreement among individuals at all levels of experience.

1. Experience in Incident Management or the Incident Response sector, with a focus on enhancing the efficacy and efficiency of incident management operations.
2. Resilience under stress, coupled with a readiness to occasionally operate beyond standard business hours to assist with incidents.
3. Effective interpersonal and communication abilities, conducive to productive collaboration within diverse team structures.
4. Proactive approach in initiating actions and advocating for improvements to establish more streamlined and effective incident management processes.
5. Familiarity with project management methodologies.

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.