Microsoft

Principal Manager, Incident Management - AMER

Microsoft • $142K — $274K *
Redmond, WA 98052In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in relevant engineering or IT field plus 6+ years of technical experience in environments like network or systems engineering, or equivalent experience.
  • Master's Degree and 8+ years or equivalent experience with critical environments is a strong preference.
  • Experience in Data Center Operations and mission critical facilities is preferred.
  • Proven knowledge of Building Automation Systems (BAS), Building Management Systems (BMS), or Energy Performance Management Systems (EPMS).
  • 5+ years experience with large-scale cloud or distributed systems is highly regarded.
  • Ability to interpret single line diagrams for fault diagnosis is advantageous.
  • 5+ years of people management experience is essential.

Responsibilities

  • Lead comprehensive incident management and crisis response efforts, coordinating cross-team actions for quick restoration and clear communications.
  • Drive service reliability and operational excellence, enhancing metrics like Time to Detect (TTD) and Time to Mitigate (TTM).
  • Define and implement a reliability engineering strategy, advancing telemetry, automation, and monitoring capabilities for better system resilience.
  • Build robust partnerships across the organization, standardizing processes and ensuring high-quality incident response.
  • Cultivate high-performing teams, promoting a culture of accountability and continuous improvement, while mentoring engineers and leaders.
  • Participate in on-call rotations, including evenings, weekends, and holidays as needed.
  • Embody and promote the organization's culture and values.

Benefits

  • Participation in an on-call rotation to meet business needs
  • Access to a strong collaborative culture and emphasis on team accountability
  • Opportunities for professional growth and mentorship
  • Engagement with cutting-edge technologies in critical environment management
  • Work with a diverse team promoting inclusion and continuous improvement initiatives.
Full Job Description
Responsibilities
  • Lead end-to-end incident management and crisis response at scale, orchestrating complex, multi-team mitigation efforts, driving rapid restoration, and ensuring clear, timely communication with stakeholders and leadership.
  • Drive service reliability and operational excellence, holding teams accountable to SLOs, improving Time to Detect (TTD) and Time to Mitigate (TTM), and embedding best-in-class incident, problem management, and post-incident review practices.
  • Define and execute reliability engineering strategy, advancing telemetry, alerting, automation, and predictive monitoring capabilities to proactively identify issues, reduce noise, and improve system resilience.
  • Build and scale cross-organizational partnerships and capabilities, developing deep technical expertise, standardizing processes, and enabling consistent, high-quality incident response across services and regions.
  • Lead and develop high-performing teams, fostering a culture of accountability, continuous improvement, and inclusion while coaching engineers and leaders to deliver measurable reliability and customer impact.
  • This role will require participation in an on-call rotation, including availability during evenings, weekends, and/or holidays to support business needs
  • Embody our culture and values.


Qualifications

Required qualifications
  • Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Information Technology, Facilities Management, Aerospace Engineering, or related field AND 6+ years technical experience in critical environment, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.

Other Requirements:

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/transfer and every two years thereafter.

Preferred Qualifications:
  • Master's Degree in Mechanical Engineering, Electrical Engineering, Information Technology, Facilities Management, Aerospace Engineering, or related field AND 8+ years technical experience in critical environment, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Information Technology, Facilities Management, Aerospace Engineering or related field AND 12+ years technical experience in critical environment, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
  • Data Center Operations, mission critical facilities, semi-conductor environment experience.
  • Working expertise knowledge of BAS, BMS and EPMS systems
  • 5+ years technical experience working with large-scale cloud or distributed systems.
  • Ability to read single line diagrams and diagnose fault tree from drawings
  • Trade certification in electrical/mechanical/controls.
  • 5+ years people management experience.


#COICareers | #CDSCareers |

Service Engineering M5 - The typical base pay range for this role across the U.S. is USD $142,800.00 - $274,800.00 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 $188,000.00 - $304,200.00 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Join Microsoft today and be part of a company that values innovation, leadership, and diversity in its workforce. As a global leader in technology and digital transformation, Microsoft offers unparalleled job opportunities that propel your career to new heights.

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Career growth at Microsoft is about more than climbing the corporate ladder; it's about continuous learning, expanding your skills, and improving your capabilities. With access to various leadership and training programs, you can evolve as a professional and make a significant impact within the company and on the global stage.

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Our hiring process is designed to identify true potential. Starting with a review of your resume, followed by interviews that assess your problem-solving abilities and cultural fit, we ensure that all candidates have a fair chance to demonstrate their strengths and potential to contribute to our team.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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