Service Engineer

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 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.

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.

Responsibilities

• You will author and deploy incident communications to internal partners, stakeholders and external customers.
• You’ll coordinate these incidents across multiple organizations within Microsoft.
• You will help define and drive efforts to improve our overall incident coordination, communication capabilities, processes, and verbiage.
• You’ll provide leadership and guidance to ICC vendors on shift.
• You will investigate challenges in the ICC operations space and develop plans/recommendations for improvements.
• You will represent the voice of the customer to technical resources working to resolve issues.
• You’ll act as both a brand ambassador and trusted advisor in published communications about service. events impacting the M365 suite of products.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field
  • OR equivalent experience.
• Prior experience working in 24*7 operations.
• Flexible shift coverage required, including evenings and weekends.

You must be legally authorised (have citizenship or a valid visa/work permit) to work in the UK to be eligible for this role.

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.

Preferred Qualifications:

• 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.

#DPG #G+E

Microsoft is an equal opportunity employer. Consistent with applicable law, 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.