Service Engineer

Microsoft; United Kingdom; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading technology company is seeking an individual to oversee incident communications and coordination across its services. The candidate will play a crucial role in enhancing communication processes, engaging with both internal teams and external clients, while demonstrating strong leadership and crisis management skills in a dynamic environment.

Qualifications

• Bachelor's Degree or equivalent experience.
• Experience in 24/7 operations required.
• Strong reporting and analytics experience.

Responsibilities

• Author and deploy incident communications.
• Coordinate incidents across Microsoft organizations.
• Investigate challenges in ICC operations.

Skills

Crisis Management

Communication

Project Management

Analytical Skills

Collaboration

Education

Bachelor's Degree in Computer Science, IT, or related field

Tools

ITIL

Job description

Responsibilities (Text Only)

• You will author and deploy incident communications to internal partners, stakeholders, and external customers.
• You’ll coordinate these incidents across multiple organizations within Microsoft.
• You will help define and drive efforts to improve our overall incident coordination, communication capabilities, processes, and verbiage.
• You’ll provide leadership and guidance to ICC vendors on shift.
• You will investigate challenges in the ICC operations space and develop plans/recommendations for improvements.
• You will represent the voice of the customer to technical resources working to resolve issues.
• You’ll act as both a brand ambassador and trusted advisor in published communications about service events impacting the M365 suite of products.

Qualifications (Text Only)

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field OR equivalent experience.
• Prior experience working in 24/7 operations.
• Flexible shift coverage required, including evenings and weekends.
• You must be legally authorized (have citizenship or a valid visa/work permit) to work in the UK to be eligible for this role.

Other Requirements:

• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• ITIL or MOF Certification encouraged.
• Passion for customer excellence.
• Ability to multi-task on several incidents and/or projects at once through effective workload management and prioritization.
• Strong reporting and analytics experience.
• Outstanding written and verbal communication skills.
• Ability to tailor communications to different audiences.
• Excellent project/program management skills with attention to detail.
• Technical excellence in applying engineering principles to solve complex problems.
• Excellent crisis management skills, demonstrating resilience and a constructive attitude during change.
• Quickly absorbing and applying new concepts.
• Great collaborator and team player, building trust and respect across organizations.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request via the Accommodation request form.

Benefits and perks may vary depending on employment nature and country.