Senior Incident Management (IcM) Engineer
Microsoft · Taipei, Taiwan · 2d ago
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
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.
Qualifications
Qualifications
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.
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.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.