Service Engineer

3 weeks ago

India Microsoft Full time
Job Description

Are you passionate about cloud computing, obsessed with customer experience, and driven to resolve complex issues under pressure Do you thrive in high-stakes, live environments and want to play a pivotal role in ensuring the reliability of Microsoft's cloud platform If so, the Azure Customer Experience (CXP) team has the opportunity for you.

Microsoft Azure is one of the most exciting and strategic products at Microsoft-powering mission-critical workloads for enterprises, governments, and startups around the world. Azure delivers on-demand, hyper-scale infrastructure and platforms via Microsoft's global data centers, enabling customers to build, host, and scale their applications with confidence.

The Customer Reliability Engineering (CRE) team within Azure CXP is a top-level pillar of Azure Engineering responsible for world-class live-site management, customer reliability engagements, modern customer-first experiences for scale, and drives deep customer insights and empathy into the broader Azure Engineering organization.Our no dead-end's philosophy ensures that every customer, regardless of size or scale, can realize their full potential through the Microsoft Cloud

We are seeking decisive and experienced Service Engineers with proven incident and crisis management experience. These engineers will manage Live Site issues, drive Problem Management, and enhance customer reliability.

The ideal candidate will possess deep technical expertise in Azure Core Services and their intricate interdependencies, coupled with a proven ability to manage complex, highly availableservices on a scale. As the single point of command and control during high-severity incidents, you will orchestrate cross-functional engineering, operations, and communications to swiftly restore services, minimize impact, and safeguard the trust of our global customer base

You will work closely with Customers, First Parties, Customer Support, Livesite, and Engineering teams to deliver critical, customer-facing features. Success in this role requires the ability to influence and collaborate across many Azure servicing teams to ensure customer needs are met. You'll be surrounded by elite developers, data scientists, and customer-obsessed engineers who care deeply about continuous improvement and resilient cloud operations.

In addition, this role includes on-call responsibilities for managing and resolving complex multi-service outages. It requires the ability to remain effective under pressure, apply broad technical and analytical skills, and coordinate seamlessly with internal service teams and stakeholders. Strong communication skills-both written and verbal-are essential. You will also lead the evolution of Azure's Incident Management practice through Post-Incident Reviews, process development, and system automation. By leveraging telemetry and metrics, you will identify and drive platform-wide improvements with global impact. You'll be the single point of command and control during high-severity incidents, orchestrating cross-functional engineering, operations, and communications to minimize impact, restore services quickly, and protect the trust of our global customer base.

This role offers a unique opportunity to make immediate impact, improve systems at scale.

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