Senior Service Engineer

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft’s global workforce sound exciting to you?  Are you passionate about the future of work, driving innovation and showcasing an employee experience blueprint that inspires customers and partners to navigate their digital transformation?  If so, Microsoft Digital (MSD) is an excellent place for you to grow your career. 

Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world.  Come build community, explore your passions, do your best work and be a part of the team within Microsoft Digital (MSD).  Microsoft Digital (MSD) is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work. 

The Tenant Infrastructure and Management team within Microsoft Digital is responsible for the operations, health, and future of Microsoft enterprise services for Microsoft.   This team ensures first-party services (M365, Dynamics, Power Platform, Windows, etc.) and third-party services (ServiceNow) are operational and effective.  In addition, this team sets a vision for the future of these services in partnership with their respective product counterparts and leaders.   This team is critical for strategy, innovation, and delivery of emerging technology adoption and also provides leadership to the industry by sharing our enterprise blueprint, tools, and practices to customers and partners. 

Do you want to lead the digital transformation? Do you want to transform the industry by defining and showcasing Microsoft’s strategy across any number of client experiences? If so, you may be a great candidate for one of our openings in Tenant Infrastructure and Management. We are looking for a motivated, technically oriented Senior Service Engineer to manage the core client experiences across Microsoft’s Enterprise footprint. Our objective is to fully transform the Enterprise Client Experience, making it as simple, intuitive, cost-effective, and compliant as possible while enabling the next level of productivity for both users and administrators. 

In this role, the Senior Service Engineer will be responsible for understanding the services and components required to deliver a particular experience, establishing clear program optimization strategies, and introducing new capabilities and technologies that revolutionize the user experience and advance the industry. You will engage and manage multiple internal and external stakeholders including product teams, Suppliers, Security, Procurement, Legal, and Finance. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation. 

The ideal candidate will have a technical background and in-depth industry experience in the hardware, software, and services aspects of the Enterprise Client Experience. We are looking for candidates that demonstrate business acumen, thought leadership, critical thinking, and negotiation skills with a track record of customer advocacy. The Service Engineer will balance technical and business objectives and will engage and influence senior leaders internally and externally to deliver high quality solutions and user experiences. Effective negotiating, influencing, and leadership skills mixed with creativity and deep subject matter expertise will be essential to achieve strategic alignment of goals across this broad range of stakeholders. 

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.

Required Qualifications: 

• Required 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.
  • 3+ years of experience managing and improving an enterprise service, including support for Production systems. 
  • 3+ years of experience managing devices with Intune or equivalent technologies. 
  • 3+ years of experience with at least one of the following, Power Platform, Azure, Power BI, and/or PowerShell scripts, and have used these tools to drive automation and service health improvements. 

Other Requirements:
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:

• U.S. Citizen: Controlled Technology: 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."
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications: 

• 3+ years technical experience working with large-scale cloud or distributed systems.
• Experience with management Information Systems (MIS), or other industry or product specific Engineering Certifications.
• 1+ years of experience working in an Agile environment. 
• 1+ years of experience applying Continuous Improvement tools and methodologies to improve processes and optimize results. 

Service Engineering IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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 will accept applications for the role until March 27, 2024. 

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.

#MSD #MSDJOBS #EEJOBS 

• Independently implement high-performance solutions across teams while maintaining a quality checklist. You’ll also create and monitor telemetry data and influence analytics to better identify patterns that reveal errors and unexpected problems. 
• Respond to incidents and complex issues by identifying and troubleshooting the issue, deploying the appropriate fixes, and implementing automations to prevent recurring issues. You’ll also follow prescriptive guidance for security, privacy, and compliance standards. 
• Collaborate within and across teams by proactively and systematically sharing information. You’ll also resolve conflicts across teams and engage with partners to meet mutual objectives. 
• Improve the development and operations of related sets of systems, platforms, or products by sharing insights and best practices. You’ll do this by continually developing your understanding of insights and best practices, and by mentoring other engineers. 
• Administer the Client CAB service and govern the client production baseline. 
• Transform the client experience by infusing AI and automation to scale and optimize device management. 
• Design and implement change management programs that comprehensively address the technical, behavioral, and process aspects of implementations.  
• Collaborate with teams across Microsoft to understand new features, influence product roadmaps, and drive feedback to improve product quality and experiences across multiple personas (End User, IT Admin, & App Owner), as required. 
• Design and lead execution of service operations through partner and vendor teams to achieve or exceed SLAs, KPIs, and strategic goals. 
• Lead Live Site governance of the key business/service metrics in production to ensure a timely remediation of production issues and to ensure the service performs well on the agreed outcomes. 

• Embody our Culture and Values