Security Escalation Manager

CSS Security provides security-focused information, guidance and product support to Microsoft field staff, internal groups and our customers. Security Escalation Manager is responsible for day to day operations of the CSS Security Team and management of the Security Support Engineers.  This includes personnel, financial and operational responsibilities with a focus on the development of an organization prepared to handle growth while delivering quality security support services to key customers throughout the Americas region. General Responsibilities: Â·  Day to day operations and metrics of leading a security incident response team; engineering team is responsible for security intrusions, malware, deceptive software, security bulletin updates and deployment.·  Participate and lead in Worldwide Security Response Crisis Response activities·  Ensure that Security Support Engineers meet deadlines and update requirements on Security Bulletin releases·  Develop and refine processes and policies that support key operations·  Develop phone schedules for US CSS Security team that meet incoming volume demands; partner with the EMEA TM to maintain adequate 24x7 coverage·  Drive cross-organizational partnerships within Services, ensuring key customers have access to a broad range of reliable, high-quality security support services.·  Regional support planning and delivery to ensure ensuring WW consistency.·  Providing escalation support for security support escalations, acting as the third tier of security support escalation in CSS.  Ensuring CSS Security issue ownership, full incident resolution, appropriate and timely communications with zero process or procedure breakdowns.·  Work with Group Manager or Director to develop annual budget and manage fiscal responsibilities for spending and cost recovery goals for local site (i.e., computer hardware & supplies (new hire & other), general supplies, morale, pagers, cell phone, and dial-in isdn, DSL, cable etc.).·  Personnel management activities such as recruiting, training, career development and performance evaluation for full time direct reports·  Manage and maintain high levels of employee satisfaction and commitment evaluated via yearly employee surveys.·  Utilize customer feedback and statistical metrics in all areas of service delivery planning.·  Maintain knowledge of Microsoft and competitor’s key technologies, strategies, technical support news and trends.·  Exhibit passion for community-based efforts for information sharing, guidance and customer service. This position has frequent contact with senior Microsoft managers in the Business Divisions, Services, CDDG, TWC, Corporate Security, LCA and other corporate organizations. The position will also require interaction with local management for the physical site. Requirements:·  7 years or more of experience in a management position in a service organization or equivalent experience.·  5 years experience with operational aspects of a support business·  2-3 years of experience with Security programs / products·  4 years experience with readiness of Microsoft products Broad understanding of Microsoft technologies and products as they relate to security.·  Experience handling difficult and sensitive situations involving critical and politically charged situations. Qualifications Recommended:·  Demonstrated ability to work collaboratively globally and cross-organizationally Effective negotiation skills.·  Experience building, hiring and growing a new team.·  Establishing, defining and building new processes that support efficient operational frameworks.·  Solid understanding of service delivery vehicles and programs preferably in the high tech industry.·  Excellent communication (both written and verbal presentation) skills, operations management skills, employee management skills and a broad knowledge of overall Microsoft operations and business practice Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website. Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. Key Words: Security Escalation Manager, security incident response team; engineering team, security intrusions, malware, deceptive software, security bulletin, updates, deployment, i.e., computer hardware & supplies (new hire & other), general supplies, morale, pagers, cell phone, and dial-in isdn, DSL, cable etc ;