Come join a fast-paced Engineering team responsible for incident communication and coordination for all of Microsoft Office 365 services. The Customer Experience (CXP) team 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. We are looking for a service engineer who 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.
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.
Qualifications:
Required/Minimum Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or related field AND 1+ year(s) technical experience in software engineering, network engineering, service engineering, or systems engineering
- OR equivalent experience.
Additional or Preferred 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.
- Management Information Systems (MIS), Microsoft Certified Solutions Expert (MCSE)/Microsoft Certified Solutions Developer (MCSD), or other Engineering Certifications.
Service Engineering IC2 – The typical base pay range for this role across the U.S. is USD $76,400 – $151,800 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 $100,300 – $165,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Responsibilities:
- Provide incident communications to internal partners, stakeholders and external customers
- Effectively coordinate these incidents across multiple organizations within Microsoft
- Define and drive efforts to improve our incident coordination and communication capabilities
- Ability to multi-task on several incidents and/or projects at once
- Provide leadership and guidance to ICC vendors on shift
- Investigate problems in the ICC operations space and develops plans/recommendations for improvements
- Drive improvements in our communications processes and verbiage
Represent the voice of the customer to the 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.