Service Engineer

Microsoft • Redmond, WA

243d • $84,200 - $165,200 • Remote

About The Position

Come join a fast-paced Engineering team responsible for incident communication and coordination for all of Microsoft 365 services. The CXP Incident Communication and Coordination (ICC) team is a 24*7 and 4x10 organization, focused on real-time communication to our external customers as well as internal partners. As a Service Engineer you will help drive service incidents to resolution while effectively communicating these incidents to our customers and key stakeholders. The successful candidate will also be accountable for helping to define and drive efforts to improve communications and operational excellence across multiple engineering teams. This opportunity will allow you to hone crisis management skills, develop deep business acumen and advance knowledge across all Microsoft 365 services. The role offers a flexible work opportunity via full or partial work from home based on the candidate's preference. As a 24*7 team flexible shift coverage is required, including evenings and weekends.

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or related field OR equivalent experience.
• Prior experience working in 24*7 operations.
• Ability to meet Microsoft, customer and/or government security screening requirements.

Nice To Haves

• ITIL or MOF Certification encouraged.
• Passion for customer excellence.
• Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization.
• Strong reporting and analytics experience.
• Outstanding written and verbal communications skills.
• Demonstrated ability to tailor communications to different audiences.
• Excellent project/program management skills with great attention to detail.
• Demonstrate technical excellence by applying engineering principles to solve complex problems.
• Excellent crisis management skills, demonstrating resilience and maintaining a constructive attitude in times of change.
• Ability to quickly absorb and apply new concepts.
• Great collaborator and team player, building trust and respect with people across organizations.

Responsibilities

• Author and deploy incident communications to internal partners, stakeholders and external customers.
• Coordinate incidents across multiple organizations within Microsoft.
• Help define and drive efforts to improve overall incident coordination, communication capabilities, processes, and verbiage.
• Provide leadership and guidance to ICC vendors on shift.
• Investigate challenges in the ICC operations space and develop plans/recommendations for improvements.
• Represent the voice of the customer to technical resources working to resolve issues.
• Act as both a brand ambassador and trusted advisor in published communications about service events impacting the M365 suite of products.

Benefits

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree