Service Engineering IC3 at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Crisis Response, Technical Expertise, Data Analysis, Customer Experience, Process Improvement, Programming Languages, Cloud Systems, AI Technologies, Stakeholder Communication, Operational Insights, Service Stability, Telemetry Optimization, Team Coordination, Problem Solving, Software Engineering

Industry

Software Development

Description

Lead and coordinate end-to-end incident response efforts, ensuring timely resolution, effective stakeholder communication, and continuous improvement of incident management processes. Leverages technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues. Analyze data sets; review existing processes and tools; provide operational insights into customer experience; assess reliability quality in engineering; product teams. Proactively identify and resolve people, process or technology issues; reduce incident mitigation time and to prevent future incidents. Support and improve tools and predictive models to enhance product development and operations and monitor their impact on operational metrics. Communicates customer impact and other relevant information with key stakeholders, leadership, and customers. Develops projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across engineering teams. Fosters increased service stability. Reduces future noise by participating in optimization of telemetry and alarming. Leverage customer analytics to identify trends, pain points, and opportunities for service improvement. Participate in on-call rotation. 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 2+ Experience managing customer relationships and working with customers to resolve complex issues; Ability to work effectively with customers, support teams, and engineering teams in high-paced environment. 2+ Proven expertise with incident management processes, from initial triage through resolution and post-incident review. These requirements include but are not limited to the following specialized security screenings: Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable." 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(or applicable country) 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. Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience. 2+ year(s) technical experience working with large-scale cloud or distributed systems. Proficiency in one or more programming languages (e.g., C#, JavaScript). Preferred proficiency in AI technologies, including knowledge in using, designing and deploying intelligent agents and AI systems to automate and streamline business operations.

Responsibilities

Lead and coordinate end-to-end incident response efforts, ensuring timely resolution and effective stakeholder communication. Proactively identify and resolve issues to reduce incident mitigation time and prevent future incidents.