SENIOR CUSTOMER EXPERIENCE ENGINEER (SRE)

London, United Kingdom
Date posted

CUSTOMER EXPERIENCE ENGINEERING

Employment type

QUALIFICATIONS

• In-depth technical experience in software engineering, network engineering, or systems administration
• Operational experience in improving Service Reliability, Availability and Performance
• Ability to deal with the ambiguity associated with working in a fast-paced environment
• Systematic problem-solving approach, coupled with effective communication skills and a sense of curiosity
• Expertise in analysing, troubleshooting, and automating root cause analysis and mitigation of incidents impacting large-scale distributed systems.
• Ability to travel to customer site on a regular basis in South East UK

PREFERRED QUALIFICATIONS

• Prior HPC knowledge
• Influencing the product architecture and roadmap to make sure the customer-experienced supportability is always a key consideration when evolving the product

RESPONSIBILITIES

• Collaborating closely with the existing SRE teams on building and enhancing tooling and automation solutions for faster resolution of issues impacting SLO’s and averting incidents altogether when possible.
• Collaborating with the customers to understand their pain points around Supportability and SLO attainment and formulate strategies for addressing recurring issues in a sustainable way.
• Communicate on a deeply technical level and be the single point of contact for interfacing with a large enterprise customer, for handling service escalations and driving the issues to resolution.
• Ability to design and implement any changes to service telemetry for the automation to consume if it is not already available.
• Enhancing customer facing experience by proactive alerting based on utilisation, trends, resource health, etc.
• Analyse data and provide operational insights into customer experience to Design and Product teams, so that we can design features with Supportability in mind.
  Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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  Industry leading healthcare
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  Educational resources
  
  Discounts on products and services
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  Savings and investments
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  Maternity and paternity leave
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  Generous time away
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  Giving programs
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  Opportunities to network and connect
  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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

The 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. UK Baseline Personnel Security Standards; UK Security Clearanc