Senior Incident Coordinator

About the team
Customer Experience and Success (CE&S) supports more than 45,000 employees and partners worldwide. The organisation drives customer value and satisfaction through consistent, high-quality experiences across consulting, customer success, and support for Microsoft's products and services. CE&S ensures alignment across the company to accelerate AI transformation and help customers achieve impactful business outcomes.

The Global Customer Success (GCS) organisation focuses on enabling customers to succeed on the Microsoft Cloud by combining AI-powered capabilities with human expertise to deliver innovation, operational excellence, and long-term loyalty.

The Microsoft Detection and Response Team (DART) is Microsoft's frontline response to critical cybersecurity incidents. DART supports customers through investigation, containment, and recovery. As a Senior Incident Coordinator, you will leverage deep cybersecurity and incident management expertise to lead high-impact responses, guide cross-functional teams, and contribute to the ongoing development of cybersecurity strategy and operational excellence.

About the role
This role supports customers globally and may require collaboration across time zones. Flexible remote work is supported, with occasional short-notice travel of up to 25% to work onsite with customers. Participation in a rotational on-call schedule that may include evenings, weekends, or public holidays is required. Flexibility to adjust hours when necessary is essential.

Target location is Perth, with the option to be based in other parts of Australia.

Strategic and Operational Leadership

• Serve as the primary escalation point for critical cybersecurity incidents, ensuring fast, effective, and customer-focused resolution.
• Scope and plan engagements, defining desired outcomes, resources, and timelines for successful delivery.
• Direct escalation handling, coordinate cross-functional teams, and elevate urgent issues when needed.
• Manage resource allocation and capacity planning to support large-scale and multi-region incidents.
• Analyse incident trends and drive improvements in operational coordination and response.
• Implement and maintain incident management frameworks, ensuring alignment with business priorities.
• Lead regular operational communications, monitor progress against commitments, and ensure timely reporting.
• Contribute to strategic initiatives that enhance tooling, automation, and operational efficiency.
• Provide mentorship that reinforces a culture of continuous learning and operational excellence.
• Participate in rotational on-call duties, including weekends.

Operational Excellence

• Ensure all operational activities are delivered on time, with high accuracy, and compliant with standards and policies.
• Champion best practices in documentation, reporting, and knowledge sharing.
• Model strong compliance, security, and ethical behaviours in all incident management activities.

Minimum Experience

• 4+ years of professional experience in project management, operations, process improvement, cybersecurity, or related fields.
• 2+ years of experience guiding stakeholders and achieving alignment across multiple levels, including executives and external partners.
• Flexibility to work non-standard hours as required by incident response and operational needs.
• Ability to meet Microsoft and/or customer security screening requirements, including passing the Microsoft Cloud Background Check upon hire and every two years thereafter.

Preferred Experience

• Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent experience.
• Recognised subject matter expertise in incident management and response, with a record of driving operational improvements at scale.
• Experience developing and implementing strategic initiatives in global or matrixed environments.
• Proven ability to mentor, coach, and develop team members.
• Strong communication, negotiation, and stakeholder management skills.
• Proactive and innovative mindset with a focus on continuous improvement.

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.