Microsoft Service Engineering Manager 

Taiwan, Taoyuan City 

947003623

As a team manager, you will guide and support a high-performing group of communication leads who act as the voice of Microsoft during some of the most visible and sensitive customer scenarios. You’ll work closely with incident commanders, engineering responders, product groups, and field stakeholders to ensure that every communication we deliver meets the highest standards of clarity, empathy, and accuracy.

Required Qualifications:

• 7+ years of experience in a combination of, people management, customer communications, crisis communications, technical writing, or incident management roles in cloud or enterprise software environments.
• At least 2+ years of experience managing or leading high-performing teams in a fast-paced or operational setting.
• Proven ability to lead during high-stakes, ambiguous situations—maintaining composure, driving clarity, and inspiring confidence.
• Exceptional writing and editing skills, with the ability to coach others and elevate messaging quality at scale.
• Experience working with global stakeholders across engineering, support, and product disciplines.
• Deep understanding of cloud operations, live-site incident management, and customer engagement models.
• Familiarity with platforms like Azure Service Health, SHP, ICET, and other live-site tooling.
• Ability to navigate complex org structures and influence without direct authority.
• Strong cross-team collaboration and stakeholder management skills.
• Strategic mindset with a passion for mentoring and developing talent.

Preferred Qualifications:

• Prior experience managing comms or customer trust functions in a large-scale cloud provider or SaaS environment.
• Knowledge of incident response frameworks (e.g., ITIL) and post-incident analysis practices (RCAs, PIRs).
• Background in journalism, public relations, or technical writing.
• Familiarity with data analysis tools for evaluating communication metrics and team performance.
• Certifications in cloud platforms (Azure, AWS, GCP), ITIL, or SRE principles.
• Experience leading global teams across time zones.

• Lead and grow a global team of communications professionals responsible for real-time customer communications during Azure outages, security events, maintenance, and service retirement scenarios.
• Coach and mentor team members in high-pressure communication scenarios—helping them refine tone, messaging strategy, and execution under tight timelines.
• Oversee quality assurance for customer-facing messaging, ensuring consistency, accuracy, and empathy across all written communications during service-impacting events.
• Partner closely with incident managers, engineering leaders, and support teams to align on message content, cadence, and resolution timelines.
• Own the operational rhythm of the communications function, including on-call rotations, training programs, performance metrics, and coverage planning.
• Drive continuous improvement across communication processes and tooling—including playbooks, automation workflows, and templates for incident comms, maintenance events, and retirements.
• Serve as a key stakeholder in Post-Incident Reviews (PIRs), helping capture and act on feedback related to communication effectiveness, clarity, and customer impact.
• Advocate for customer empathy and transparency as core principles of Microsoft’s live-site culture.
• Lead cross-team collaboration efforts to align messaging with field, support, legal, and executive stakeholders in high-profile or sensitive events.
• Help define success metrics and KPIs for communication performance, driving data-informed improvements and reporting out on team impact.