Come join a fast-paced Engineering team responsible for incident communication and coordination for all of Microsoft 365 services. The Customer Experience 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.

　　Location: By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role.

　　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.

　　Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values)

　　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.

　　1+ Years experience working in a 24*7 operation, providing flexible shift coverage, including evenings and weekends.

　　Additional or Preferred Qualifications:

　　ITIL (Information Technology Infrastructure Library) or MOF (Microsoft Operations Framework) Certification encouraged.

　　Experience demonstrating customer focus and support

　　Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization.

　　Demonstrated reporting and analytics experience.

　　Effective written and verbal communications skills.

　　Demonstrated ability to tailor communications to different audiences.

　　Demonstrated project/program management skills with attention to detail.

　　Demonstrated technical excellence by applying engineering principles to solve complex problems.

　　Demonstrated crisis management skills, demonstrating resilience and maintaining a constructive attitude in times of change.

　　Ability to quickly absorb and apply new concepts.

　　Effective collaborator and team player, building trust and respect with people across organizations.

　　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. 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .