Senior Incident Coordinator

Perth, Western Australia, Australia

• 3 more locations

Date posted

Oct 21, 2025

Job number

1897609

Work site

0 days / week in-office - remote

Travel

0-25%

Role type

Individual Contributor

Profession

Security Engineering

Discipline

Security Research

Employment type

Full-Time

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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The Microsoft Detection and Response Team (DART) seeks a highly experienced Senior Incident Coordinator to join our cybersecurity incident response team. DART is the first line of defense for Microsoft's customers during critical security incidents, providing investigation, containment, and recovery services. The ideal candidate will be recognized for deep expertise in cybersecurity, incident management, and organizational leadership. This customer-facing role requires strategic vision, advanced technical acumen, and a proven ability to lead and influence cross-functional teams during complex, high-impact incidents. This position is expected to drive operational excellence, mentor others, and shape incident response strategy as part of a global Cybersecurity Incident Response team.

This is a role where you will be expected to support customers, resources and peers outside of your time zone. The role is flexible in that you can work up to 100% from home however short notice travel to work onsite alongside customers may be up to 25% as is demanded by the needs of our customers and business. This position will require you to work a rotational On-Call schedule, evenings, weekends or holiday shift. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed.

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.

Target location Perth, with ability to also be based in some other locations in Australia

Required/Minimum Qualifications

• Bachelor's degree in engineering, Computer Science, or related field .
• OR equivalent experience.
• Possession of a bachelor's degree or an equivalent amount of practical experience.
• A minimum of 4 years of professional experience in areas such as project management, operations, process enhancement, cybersecurity, or related sectors.
• 2+ years of guiding stakeholders and achieving agreement among individuals at all levels of experience.
• Flexibility to accommodate non-standard working hours as the job demands.

Additional or preferred experience

• Demonstrated ability to influence and drive consensus among senior stakeholders, including executives and external partners.
• Flexibility to support non-standard working hours as required by incident response demands.
• Recognized subject matter expertise in incident management and response, with a track record of driving operational improvements at scale.
• Experience developing and implementing strategic initiatives in a global or highly matrixed environment.
• Exceptional communication, negotiation, and stakeholder management skills.
• Proven ability to mentor, coach, and develop talent within the team.
• Proactive, innovative mindset with a passion for continuous improvement.

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.

Strategic & Operational Leadership

• Serve as the primary escalation point for complex and sensitive incidents, ensuring rapid, effective, and customer-centric resolution.
• Scope customer engagements as part of presales activities, including assessing client needs, defining desired outcomes, and estimating resources and timelines to ensure a successful delivery.
• Oversee the escalation channels, ensuring timely responses, directing issues to the appropriate delivery teams, monitoring progress to resolution, and raising matters to leadership, when necessary, especially in cases of urgent and sensitive nature.
• Oversee and optimize resource allocation for both on-demand and projected engagement support, ensuring readiness for large-scale or multi-region incidents.
• Identify and analyze trends in incident activity, proactively recommending and implementing changes to improve logistical orchestration
• Collaborate closely with the delivery teams to manage and resolve customer escalations promptly and effectively, ensuring customer satisfaction and maintaining delivery timelines.
• Oversee staffing and capacity planning for engagements and special event support, ensuring the appropriate allocation of resources to meet demand and client needs effectively.
• Fulfill on-call duties on a scheduled rotation, inclusive of weekends.
• Manage the implementation of incident management frameworks and procedures.
• Collaborate with internal teams, including Legal, Security Research, Product Groups, and others, to address and resolve emerging issues.
• Ensure operational processes maintain alignment with business objectives.
• Track the status of operational activities, ensuring schedules and priorities are met.
• Manage daily and weekly communication and status reporting proactively.
• Lead daily and weekly standup meetings and follow up on meeting minutes and action items. Mentor and coach other team members, fostering a culture of operational excellence and continuous learning.
• Lead or contribute to strategic initiatives, such as automation, tooling, or process transformation, to enhance incident response capabilities.

Operational Excellence

• Ensure all operational activities are executed and completed with precision, timeliness, and in compliance with Microsoft policies and standards.
• Champion best practices in documentation, reporting, and knowledge sharing across the team and broader organization.
• Lead by example: model and enforce adherence to compliance, security, and ethical standards in all aspects of incident management.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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Industry leading healthcare

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Educational resources

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Discounts on products and services

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Savings and investments

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Maternity and paternity leave

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Generous time away

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Giving programs

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Opportunities to network and connect

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.