M365 is the world’s leading productivity service, entrusted by hundreds of millions of users and customers worldwide, and is the largest revenue generator for Microsoft. A part of what makes this service successful is high service availability, while ensuring our customers are delighted with the service. At the core of it, this is what we are passionate about – delivering a highly available service with high customer satisfaction.
We are looking for a Senior Service Engineer Manager that specializes in troubleshooting and finding ways to minimize impact detection and service downtime. You will be working across the full suite of M365 service offerings to ensure stability and reliability. We expect that you will master a wide variety of the latest technologies and tools quickly. This role will require managing a team of Service Engineers that are working a 4×10 shift schedule to cover a 24x7x365 (First, Second, Third shift roles) rotation.
Qualifications:
Required/Minimum Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
- OR equivalent experience.
- Experience providing support in mission-critical, 24×7 production environments
- Experience working on enterprise scale diagnostics tooling and optimizations.
Other Requirements
- Security Clearance Requirements: Candidates must be able 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:
- The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
- Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance
- Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance .
Additional or Preferred Qualifications
- Bachelor’s Degree in Computer Science, Information Technology, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
- OR equivalent experience.
- 3+ years technical experience working with large-scale cloud or distributed systems.
- Management Information Systems (MIS), or other industry or product specific Engineering Certifications.
- Demostrated knowledge of engineering methodologies including agile development and Sprint planning
- Experience using IT diagnostic tools and programs
- Current software development expertise in multiple programming languages (C#, C++, Python, Java, et al)
- Technical understanding of Office 365 and Exchange architecture
Service Engineering IC4 – The typical base pay range for this role across the U.S. is USD $112,000 – $218,400 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 $145,800 – $238,600 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.
#m365core
Responsibilities:
- Lead and mentor a team of service engineers, providing technical and career coaching to help them grow their skills and career.
- Recruit, onboard, and grow a team of service engineers operating a 24x7x365 schedule.
- Identify opportunities and take ownership for automation and/or continuous improvement of Incident Management process and best practices.
- Partner with PM and Engineering teams within and outside the organization to innovate and mature the platform to drive systemic and scalable enhancements.
- Manage high impacting situations that involve technically challenging issues across diverse audiences.
- Uphold high organizational standard of great employee and team satisfaction