Principal Service Engineer Manager CTJ

Company: Microsoft Corporation
Location: Reston
Posted on: June 9, 2021

Job Description:

M365 is the world's leading productivity service, entrusted by hundreds of millions of users and customers worldwide, and is the largest revenue generator for Microsoft. A part of what makes this service successful is high service availability, while ensuring our customers are delighted with the service. At the core of it, this is what we are passionate about - delivering a highly available service with high customer satisfaction.

The Service Engineering role specializes in troubleshooting and finding ways to minimize impact detection and service downtime. You will be working across the full suite of M365 service offerings to ensure stability and reliability. We expect that you will master a wide variety of the latest technologies and tools quickly. This role will require managing a team of Service Engineers that are working a 4x10 shift schedule to cover a 24x7x365 (First, Second, Third shift roles) rotation.

This position requires an active US Top Secret clearance with a favorably adjudicated polygraph.

Basic Qualifications:

• Bachelor's degree in Computer Science or equivalent work experience
• 5+ years of experience managing engineering teams
• Solid communication skills
• Solid debugging and troubleshooting skills with demonstrated experience
• Proficiency with one or more general purpose programming languages and/or scripting languages - C++, C#, Java, PowerShell, Python, JavaScript
• A strong customer focus, with an ability to make critical decisions independently in a fast paced, demanding environment
• Loves to work and encourage a diverse and inclusive environment
• Proven track record of improving reliability, availability and performance of cloud services

Preferred Qualifications:

• Experience providing support in mission-critical, 24x7 production environments
• Experience working on enterprise scale diagnostics tooling and optimizations.
• Strong knowledge of engineering methodologies including agile development and Sprint planning
• Experience using IT diagnostic tools and programs
• Excellence in written and verbal communication and ability to partner for success across all levels of organization and technical depths
• Current software development expertise in multiple programming languages (C#, C++, Python, Java, et al)
• Technical understanding of Office 365 and Exchange architecture

The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

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.

Responsibilities

• Lead and mentor a team of service engineers, providing technical and career coaching to help them grow their skills and career.
• Recruit, onboard, and grow a team of service engineers operating a 24x7x365 schedule.
• Identify opportunities and take ownership for automation and/or continuous improvement of Incident Management process and best practices.
• Partner with PM and Engineering teams within and outside the organization to innovate and mature the platform to drive systemic and scalable enhancements.
• Manage high impacting situations that involve technically challenging issues across diverse audiences.
• Uphold high organizational standard of great employee and team satisfaction

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