To be successful in this role, you must bring customer empathy, crisp communication instincts, and the ability to lead with clarity under pressure. You will:Serve as the primary author and approver of customer-facing communications during service incidents (SEV0/SEV1/SEV2), coordinating across Engineering, Support, PM, and Field. Actively partner with Incident Commanders to stay synchronized on technical developments and customer impact during live-site events. Review telemetry, support signals,…
Responsibilities
Ensure every message to customers reflects transparency, empathy, and actionability, even in high-pressure and fast-moving environments. Participate in the on-call rotation as a Customer Communications Lead, contributing to a 24/7 response model. Contribute to Post-Incident Reviews (PIRs) by documenting impact, customer experience themes, and communication effectiveness. Work with tooling and platform teams to enhance the automation and targeting of service notifications, especially in Azure Service Health. Partner with product, support, and engineering teams to identify improvements in customer readiness and self-serve guidance.
Required Qualifications
5+ years of experience in cloud operations, technical communications, incident response, or SRE roles in platforms like Azure, AWS, or GCP. Must have enterprise in a 24×7×365 enterprise environment.Exceptional written communication skills—able to distill complex technical topics into clear, concise, and customer-appropriate language under pressure.Experience with cross-team collaboration skills—able to align stakeholders and drive messaging consensus across Engineering, Comms, Support, and Field.Demonstrated ability to make quick decisions and prioritize customer needs during ambiguity and chaos.Understanding of incident management frameworks (e.g., ITIL) and customer communication strategies during high-impact events.Strategic thinking and a customer-first mindset; able to advocate for improvements in platform transparency and experience.Excellent problem-solving, judgment, and decision-making skills.BS/BA in Communications, History, English, Engineering, Computer Science, or equivalent experience.Preferred QualificationsSome familiarity with service health platforms and tooling for communicating incident status at scale (e.g., Azure Service Health, SHP, ICET, Status Page).5+ years experience managing or leading customer communications for high-severity incidents or outages. Prior experience as an Incident Commander, Crisis Comms Manager, or Live Site Engineering lead.Familiarity with cloud resiliency patterns, failover models, and recovery scenarios.Experience with AI/ML-based tooling for incident detection, log correlation, or predictive alerting is a plus.Certifications in cloud technologies (Azure, AWS, GCP), ITIL, or SRE frameworks are desirable.Every day, customers stake their business and reputation on our cloud. You can help EngOps keep them secure, resilient, and ready. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page