Service Engineer II

7 hours ago

Reno, United States Microsoft Corporation Full time

OverviewDo you have the passion and creativity to solve the most challenging problems within one of Microsoft's most critical and highly secure environments? We are looking for a Service Engineer II who can be a champion in the front lines of live-site support as well as an innovator of support solutions to the Office 365 government cloud service offerings. Office 365 is at the center of Microsoft's cloud first, devices first strategy as it brings together cloud versions of our most trusted communication and collaboration products like Exchange, SharePoint, and Teams with our cross-platform desktop suites and mobile apps. The Office 365 Enterprise Cloud team works with Microsoft's largest enterprise and government customers to deliver features that meet their specific needs and enable cloud adoption. As you would expect, our customers have the highest expectations for feature quality, security, reliability, availability, and performance. In the role of Service Engineer II for Office 365, you will be part of a talented and committed team focused on resolving critical problems. Success in this position comes from utilizing your technical knowledge, judgement, and effective communication and decision-making abilities to manage various tasks and resources during crises. You will be creating mitigation strategies and resolving issues by collaborating with the relevant teams and escalating matters to the right stakeholders. At Microsoft, we can offer you a collaborative team, exciting challenges, and a fun place to work. The work environment empowers you to have a positive impact on millions of end users. 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.
ResponsibilitiesResponds to incidents during regular on-call rotations, including complex issues with major customer or business impact, by identifying the level of impact, troubleshooting, contributing to difficult decisions based on business impact, deploying appropriate fixes to resolve root cause(s), and implementing automations for prevention of recurring issues through coordinating resources required for incident resolution, which may include product teams, owners, leadership, other engineering teams, and/or subject matter experts. Escalates resolution of highly complex, ambiguous, and impactful issues as needed. Contributes to postmortems and shares details related to incidents and their resolution through post-mortem reports and regular review meetings. Provides expert incident response assistance to other Service Engineers as needed and develops incident response and resolution guidance. Independently implements reliable, scalable, and high-performance solutions across teams. Contributes to design documents. Owns implementation and rollback plans. Maintains quality checklist and related documentation. Creates, monitors, and takes action on telemetry data and influences telemetry analytics to better identify patterns that reveal errors and unexpected problems that are affecting the system's availability, reliability, performance, and/or efficiency. Develops scripts and/or automation and leverages an understanding of solutions to define, develop, measure, track, change, and improve the quality of telemetry pipelines that support automated monitoring and incident response.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.

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