Job Description

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Job Summary:

Microsoft is a global leader in technology, and they are seeking a Cloud Services Engineer to represent customer interests within engineering teams. The role focuses on managing escalations, improving incident response, and enhancing service reliability through collaboration with engineering teams and direct customer engagement.

Responsibilities:

• Lead and coordinate end-to-end incident response efforts, ensuring timely resolution, effective stakeholder communication, and continuous improvement of incident management processes.

• Leverages technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues.

• Analyze data sets; review existing processes and tools; provide operational insights into customer experience; assess reliability quality in engineering; product teams. Proactively identify and resolve people, process or technology issues; reduce incident mitigation time and to prevent future incidents.

• Support and improve tools and predictive models to enhance product development and operations and monitor their impact on operational metrics.

• Communicates customer impact and other relevant information with key stakeholders, leadership, and customers.

• Develops projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across engineering teams. Fosters increased service stability. Reduces future noise by participating in optimization of telemetry and alarming. Leverage customer analytics to identify trends, pain points, and opportunities for service improvement.

• Participate in on-call rotation.

Qualifications:

Required:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience.

• 2+ Experience managing customer relationships and working with customers to resolve complex issues; Ability to work effectively with customers, support teams, and engineering teams in high-paced environment.

• 2+ Experience developing software and/or services and cloud-based solutions with strong knowledge of managed services, including Exchange Online, Microsoft TEAMS, SharePoint, etc.

• 2+ Proven expertise with incident management processes, from initial triage through resolution and post-incident review.

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations.

• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions.

Preferred:

• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.

• 2+ year(s) technical experience working with large-scale cloud or distributed systems.

• Proficiency in one or more programming languages (e.g., C#, JavaScript).

• Preferred proficiency in AI technologies, including knowledge in using, designing and deploying intelligent agents and AI systems to automate and streamline business operations.

Company:

Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Founded in 1975, the company is headquartered in Redmond, Washington, USA, with a team of 10001+ employees. The company is currently Public Company.

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