Service Engineering M5

4 weeks ago

Hyderabad, India Microsoft Full time

Overview

Does pioneering new and innovative ways to reimagine and transform end-user productivity across the breadth and depth of Microsoft’s global workforce sound exciting to you? Are you passionate about the future of work, driving innovation and showcasing an employee experience blueprint that inspires customers and partners to navigate their digital transformation? If so, Microsoft Digital (MSD) is an excellent place for you to grow your career.

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. As a member of our engineering team, you will play an integral part in making that happen, navigating us into the future and impacting the lives of people all around the world.

Microsoft Digital (MSD)’s mission is to power, protect, and transform the employee experience at Microsoft around the world. Come build community, explore your passions, do your best work and be a part of the team within Microsoft’s Data Platform & Growth (DPG) organization and Experiences & Devices (E+D) division. Microsoft Digital (MSD), is the team that innovates, creates, and delivers the vision for Microsoft’s employee experience, human resources, corporate and legal affairs, global real estate products, and runs Microsoft’s internal network and infrastructure, plus builds campus modernization and hybrid solutions. You will leverage the latest technologies and focus on empowering Microsoft employees with the tools and services that define both the physical and digital future of work.

The Employee Experience team within Microsoft Digital is the heartbeat of the employee experience across the company. The team powers, enables, and transforms the digital Microsoft employee experience across devices, applications, and infrastructure. They propel the company forward in terms of modern workplace patterns and practices and provide an inspirational enterprise blueprint for customers and partners.

Do you want to lead the digital transformation? Do you want to transform the industry by defining and showcasing Microsoft’s strategy across any number of client experiences? If so, you may be a great candidate for one of our openings in Employee Productivity Services Engineering. We are looking for a motivated, technically oriented Service Support Engineer to support and manage the core client experiences across Microsoft’s Enterprise footprint. Our objective is to fully transform the Enterprise client experience, making it as simple, intuitive, and reliable as possible while enabling the next level of productivity for both internal and external customers.

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Job Purpose

The Service Engineering Manager will be responsible for leading a team of Service Engineers focused on understanding the services and components required to deliver a particular experience, establishing clear service or component optimization strategies, and introducing new capabilities and technologies that revolutionize the user experience and advance the industry. 

Service Engineers are responsible for several different technologies, and work across several self-managed Feature Crews responsible for the overall experience, including delivery of planned changes designed to optimize a specific client experience. Examples of key technologies include Device Patching, Device Testing, Software Deployments, Application Governance, Tenant Administration, and managing a Change Advisory Board process. As a Manager you will also engage and coordinate deliveries with multiple internal and external stakeholders including product teams, OEMs, Suppliers, Procurement, and Facilities. You will also play a key role in defining the service offering and roadmap to enable Microsoft’s customers to achieve amazing results in their own digital transformation.

The ideal candidate will have a strong technical background and in-depth industry experience in the hardware, software, and services aspects of Client and Infrastructure Management or M365 Tenant Administration. We are looking for candidates that demonstrate strong business acumen, thought leadership, critical thinking, and negotiation skills with a track record of strong customer advocacy. The successful Service Engineering Manager will balance technical and business objectives, team and individual growth opportunities, and influencing senior leaders internally and externally to deliver high quality solutions and user experiences. Effective negotiating, influencing, and leadership skills mixed with creativity and deep subject matter expertise will be essential to achieve strategic alignment of goals across this broad range of stakeholders.

Qualifications

Qualifications:

Required Qualifications:

Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years technical experience in software engineering, network engineering, service engineering, or systems engineering or equivalent experience in Enterprise IT 5+ years technical experience working with large-scale cloud or distributed systems. 5+ years people management experience Experience in Device Management and M365 Tenant Administration. (required) Ability to drive service improvement plans. (preferred) Understanding of ITIL. (preferred) Experience in Cloud Technologies. (preferred) Strong at analytical and problem-solving skills, with an emphasis on quality.

Non-Technical skills

Problem solving - Ability to clearly understand problems, decompose them into smaller problems; and technical articulation skills so that it is easy for the team to collectively solve.  Good communication and stakeholder management skills High capacity to learn and adapt to new technologies and engineering processes quickly.

Location: We are hiring in the following locations: Hyderabad, India.

Responsibilities

Responsibilities

Manage a team of Service Engineers to deliver the services and experiences required while leveraging the Model, Coach, Care approach to managerial excellence. Identify emerging trends or re-occurring scenarios and drive engineering opportunities to mitigate, automate or eliminate work. Manage a portfolio of multiple service or component specific initiatives simultaneously to expedite delivery of planned changes. Design and lead execution of service or component operations through Suppliers and vendor teams to achieve or exceed SLAs, KPIs, and strategic goals. Drive strategy development and execution of service and product improvements that meet the needs of Enterprise customers. Ensure Live Site governance of the key business/service metrics in production to ensure a quick response in case issues occur (or preferably before the issues occur) and to ensure the service performs well on the agreed outcomes. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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