Service Engineering IC3

Overview

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

You will be responsible for defining, driving, and implementing the secure modern solutions that power collaboration for Microsoft. To be successful in this role, you must have technical breadth and depth in the Microsoft365 solutions, particularly the Office365 services' SharePoint Online. The role will have a focus around engineering solutions that ensure service stability/optimization and supportable/scalable management for the collaboration and communications tools that are a part of the Office365 services. Bring your technical skills in enterprise and cloud collaboration, your passion for building scalable and reliable systems, and desire to influence how Enterprise-class services are delivered. Other focus areas may also include service availability, problem and process management as well as creating automation to support service operations. Key skills and experience include engineering excellence, customer service, project management, enterprise problem solving, and collaborative communications.

In this role you'll join an IT team that delivers the collaboration services for Microsoft as well as influences the products. The team will embody an agile approach to plan and adopt solutions from proof-of-concept through full implementation. You'll build and gain insight through business intelligence, user experience studies, and lessons-learned to define the future user experience strategies for the enterprise. We're looking for a self-driven individual who enjoys learning new technologies and can drive future potential of our environment. We are passionate about the intersection of user experience, data and technology and committed to achieving new levels of user satisfaction and productivity. You will partner closely with Microsoft engineering groups and have a direct impact on features and capabilities.

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.

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Responsibilities

• You will be the customer advocate across spectrum of services provided by the organization.
• You will engineer tools and processes to measure and ensure service health
• You will identify and drive service and product improvements that meet the needs of Enterprise customers
• You will define and leverage data and telemetry to make decisions and driving feedback into systems design and implementation
• You will partner with other teams to improve products and processes to drive delightful end-user experiences
• You will gain a working understanding of Microsoft businesses and collaborate with mentors and leaders, to contribute to cohesive, end-to-end experiences for our users
• You will monitor Live Site of the key business/service metrics in production to ensure a quick response in case issues occur (or preferably before the issues occur) and to ensure the service performs well on the agreed outcomes
• You will provide technical subject-matter expertise in one or more areas of the Microsoft 365 and Office365 services to optimize and improve the end-user experience
• You will contribute to Showcase materials and customer engagements to drive adoption of Microsoft products.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
• 3+ years in implementing and/or managing one or more of the Microsoft365 services (e.g. Exchange, SharePoint / OneDrive for Business, Teams / Skype for Business, Windows, Intune).
• 3+ years experience with enterprise IT service escalation/support management, especially around collaboration & communications systems.
• Proven ability to design and support services and solutions that delight end-users and enhance their productivity.
• Proficiency with code/script development leveraging PowerShell, GraphAPI, and other relevant automation technologies
• Experience with designing, implementing, operating, and troubleshooting cloud and/or hybrid infrastructures
• Experience creating automation for service operations
• Demonstrated curiosity for new technologies.
• Demonstrated creative and solution-oriented approach to problems
• Ability to think strategically to envision future enterprise technology needs.
• Strong verbal and written communication and presentation skills.
• Demonstrated collaboration to deliver impact through influence in a virtual team environment.
• Demonstrated passion for the user experience.
• Seeks out challenges and continuously strives to advance solutions.
• Focuses on quality and attention to detail.
• Ability to work in a dynamic and fast-paced services environment.

Preferred Qualifications:

• Experience in end-user support or advocacy
• Experience in Network services and engineering
• Working, understanding, operating in an Agile/Scrum team
• Experience working in a large, global Enterprise
• Strong interpersonal and group dynamic skills
• Ability to engineer large, complex solutions
• Demonstrated experience in implementing programs, projects and new initiatives in live-site service environments (IaaS, PaaS and SaaS a big plus) .
• Manage a mixture of stakeholders, lead live services through change with ability to work with diverse mix of service teams consisting of diverse range of people with inclusion as a priority.
• Identify service improvements that will streamline services to improve end-user experiences, lower operating costs and increase protection of the Microsoft environment.
• Collaborate with other service teams to assist in solving their service problems, thus preventing recurrence, and codifying learnings.
• Evaluate service feature requests, assist in prioritization, and analyze them for impact to operations and delivery cost.
• Create internal and external documentation such as standard operating procedures for internal use and customer-facing knowledge resources with the help of engineering resources.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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