Service Engineer

Requirements:

• 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 incident coordination and communication capabilities.
• You'll provide leadership and guidance to ICC vendors on shift.
• You will investigate challenges in the ICC operations space and develop plans for improvements.
• You will represent the voice of the customer to technical resources.
• You'll act as both a brand ambassador and trusted advisor in published communications about service events.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field OR equivalent experience.
• Prior experience working in 24*7 operations.
• Flexible shift coverage required, including evenings and weekends.

Preferred Qualifications:

• ITIL or MOF Certification encouraged.
• Passion for customer excellence.
• Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization.
• Strong reporting and analytics experience.
• Outstanding written and verbal communications skills.
• Demonstrated ability to tailor communications to different audiences.
• Excellent project/program management skills with great attention to detail.
• Demonstrate technical excellence by applying engineering principles to solve complex problems.
• Excellent crisis management skills, maintaining a constructive attitude in times of change.
• Ability to quickly absorb and apply new concepts.
• Great collaborator and team player, building trust and respect with people across organizations.

Perks and Benefits:

• Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.