Microsoft Service Engineer II 

United States, Washington 

959493813

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.

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, including evenings and weekends.

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.

Required/Minimum Qualifications (RQs/MQs)

• achelor’s DegreeinComputer Science, Information Technology,English, Writing (Creative or Technical), JournalismOR related field(No specific major required)AND 2+yearsexperienceor background with any of the following: writing effective communications,Technicalwriting,Incident communications,customerfacing messaging/communications, published communications, peer communications

o OR equivalent experience.

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

Additional or Preferred Qualifications

• achelor’s DegreeinComputer Science, Information Technology,English, Writing (Creative or Technical), JournalismOR related field(No specific major required)AND 3+yearsexperienceor background with any of the following: writing effective communications,Technicalwriting,Incident communications,customerfacing messaging/communications, published communications, peer communications

o OR equivalent experience.

• Demonstrated written and verbal communication skills.
• Passion for speaking directly to customers about difficult topics.
• Experience working with engineering, customer-facing, and support teams.
• Excels in working in complex and ambiguous environments.
• Demonstrated experiencepresenting/communicating to executives/senior leadership resources.
• Familiarity with a data-driven/metrics-driven mindset and the ability to experiment, learn and improve.
• Crisis management skills,demonstratingresilience andmaintaininga constructive attitude during change.
• Effectively manages and prioritizes multiple tasks to deliver high-level objectives/projects.
• Desire to drive continual improvement and embrace optimization opportunities.
• Problem-solving skills, analytical capabilities, and attention to detail.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $94,300 - $182,600 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 $120,900 - $198,600 per year.Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

• Provide effectiveincidentcommunications to internal partners,stakeholdersand external customers.
• Effectively coordinate these incidents across multiple organizations within Microsoft.
• Define and drive efforts to improve our incident coordination and communication capabilities.
• Lead calls with customers when they have concerns about M365 service stability and communication processes.
• Collaborate with internal teams toidentifyand define strategic initiatives to deliver robust, more accurately scoped customer messages.
• Work with legal and regulatory compliance teams to help ensure that security, privacy, and data loss events meet Microsoft compliance notification obligations.

• Partner with peer Communications teams in multiple organizations to drive consistent communication processes while delivering specific information on M365 impact.
• Communicate directly with customer account teams and executive leadershipregardinghigh-impact eventsimpactingthe M365 services.
• Help define and manage critical Operational Key Results (OKRs)regardingcommunication quality, time to post, and response to events.
• Review and present to team and engineering leadershipregardingfeedback and lessons learned from significantlyimpactingservice events.
• Help develop and measure core team Operational Key Results to ensure team is meeting core goals andpushing forus to drive improvements.
• Build strategic relationships with vendors who support incidentcommunications atscale tooptimizeservice offerings whilemaintainingcost control.
• Helpidentifyand implement CoPilot into our existing tools and processes where it makes sense.
• Investigate problems in the ICC operations space and develop plans/recommendations for improvements.
• Drive improvements in our communications processes and verbiage.
• Represent the voice of the customer to the technical resources working to resolve issues.
• Act as both a brand ambassador and trusted advisor in published communications about service eventsimpactingthe M365 suite of products.

• Embody our