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.

As a Service Engineer II 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 required , including evenings and weekends.

Location: 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.

Responsibilities

• Provide effective incident communications to internal partners, stakeholders and 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 to identify and 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 leadership regarding high-impact events impacting the M365 services.

• Help define and manage critical Operational Key Results (OKRs) regarding communication quality, time to post, and response to events.

• Review and present to team and engineering leadership regarding feedback and lessons learned from significantly impacting service events.

• Help develop and measure core team Operational Key Results to ensure team is meeting core goals and pushing for us to drive improvements.

• Build strategic relationships with vendors who support incident communications at scale to optimize service offerings while maintaining cost control.

• Help identify and 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 events impacting the M365 suite of products. * *

Other

• Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

Qualifications

Required/Minimum Qualifications (RQs/MQs)

• Bachelor’s Degreein Computer Science, Information Technology, English, Writing (Creative or Technical), Journalism OR related field (No specific major required) AND 2+ years experience or background with any of the following: writing effective communications,Technicalwriting,Incident communications, customer facing 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 (PQs)

• Bachelor’s Degreein Computer Science, Information Technology, English, Writing (Creative or Technical), Journalism OR related field (No specific major required) AND 3+ years experience or background with any of the following: writing effective communications,Technicalwriting,Incident communications, customer facing 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 experience presenting/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, demonstrating resilience and maintaining a 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: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .