Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success CE&S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Microsoft's Detection and Response Team DART is seeking a skilled and experienced Senior Cybersecurity Incident Coordinator to join the team. DART is the first port of call for many customers during a security incident. This pivotal, customer-facing position calls for an agile operational leader who can coordinate complex cybersecurity incidents, align stakeholders and ensure effective staffing and delivery of proactive and reactive engagements.
The successful candidate will combine deep cybersecurity fluency with sound judgement, clear communication and disciplined operational management. As part of a globally distributed, mission-driven team, you will work alongside investigation leads, threat hunters, reverse engineers and infrastructure engineers, helping shape the future of Defender Experts Cybersecurity Incident Response.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. Employees are expected to demonstrate a growth mindset, innovation, collaboration, respect, integrity, accountability, and inclusion.
Responsibilities
As a Senior Cybersecurity Incident Coordinator, you will independently coordinate customer engagements and concurrent operational workstreams, keep stakeholders aligned, and enable technical specialists to deliver effective response outcomes.
Operational Management- Coordinate intake and pre-engagement scoping with customers and technical leads: clarify needs, desired outcomes, dependencies, resource requirements and delivery timelines.
- Manage engagement staffing and capacity, including special-event support, matching available skills to demand and escalating resource gaps or conflicting priorities.
- Maintain escalation pathways, direct issues to the appropriate delivery teams, track progress and promptly raise urgent, sensitive or unresolved matters to leadership.
- Serve as an operational point of coordination for customers, technical teams, executives, consultants and partners; communicate priorities, decisions, dependencies and next steps clearly.
- Coordinate multiple concurrent engagements and workstreams, prioritise and delegate operational tasks, and maintain accurate status, schedules, risks, decisions and action records.
- Lead
