Senior Incident Management (IcM) Engineer

Overview

Microsoft is seeking a Senior Incident Management (IcM) Engineer to lead the resolution of critical service and infrastructure incidents across Azure and cloud platforms. This role combines incident leadership, technical problem-solving, operational excellence, and reliability improvement.

The candidate has experience leading high-severity incidents, driving root cause analysis, influencing engineering teams, and improving the operational maturity of large-scale services.

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

Incident Leadership

• Lead mitigation and resolution of high-severity service and infrastructure incidents.
• Coordinate cross-functional engineering teams during live-site events.
• Drive clear communication and decision-making during incident response.
• Ensure timely escalation, mitigation, and customer impact reduction.

Root Cause & Reliability Improvement

• Lead post-incident reviews and root cause investigations.
• Drive corrective and preventive actions to reduce recurring incidents.
• Identify systemic reliability risks and recommend improvements.
• Partner with engineering teams to improve service resilience.

Operational Excellence

• Improve incident management processes, response playbooks, and escalation paths.
• Track and analyze operational metrics and trends.
• Drive improvements in incident response effectiveness and service availability.
• Support operational readiness reviews and outage preparedness activities.

Leadership & Collaboration

• Influence engineering teams using data and operational insights.
• Partner with service owners, SRE teams, datacenter operations, and engineering organizations.
• Foster a culture of accountability, reliability, and customer focus.

Required Qualifications

• Master's Degree in Electrical Engineering, Computer Engineering, or related field AND 3+ years technical engineering experience OR Bachelor's Degree in Electrical Engineering, Computer Engineering, or related field AND 5+ years technical engineering experience
• OR equivalent experience.
• Familiarity with HW (EE, thermal, mechanical) issues and high-level ability to identify and route to SME as appropriate

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

• Experience in incident management, cloud operations, Site Reliability Engineering, infrastructure engineering, or related disciplines.
• Experience leading complex technical incidents involving multiple teams.
• Proven troubleshooting and analytical skills.
• Proven communication and stakeholder management capabilities.
• Experience with Microsoft IcM or other enterprise incident management systems.
• Familiarity with KQL, Azure Monitor, Power BI, or operational analytics tools.
• Experience automating operational processes using scripting or automation frameworks.

What Success Looks Like

• Independently leads complex, high-impact incidents.
• Drives measurable reductions in recurring operational issues.
• Influences engineering teams to improve service reliability.
• Uses operational insights to improve customer experience and platform stability.
• Recognized as a trusted leader during critical incidents and escalations.

Additional information

Target Candidate: A experienced technical leader who thrives in high-pressure situations, can coordinate across organizations, and is passionate about improving the reliability and operational excellence of Microsoft's cloud services.

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