Service Engineering Manager

Service Engineering Manager - Principal Level

Takes ownership of service design by driving efforts across organisations to identify, define, recommend, and build optimal technology solutions, with consideration for cost management, service health, security, resiliency, reliability, and scalability.

Leads the team in creating, monitoring, and action planning based on telemetry data, and drives telemetry analytics to improve the detection and troubleshooting of issues affecting service availability, reliability, performance, and efficiency.

Ensures the team participates effectively in on-call rotations and that Service Engineering teams across organisations are equipped to respond to incidents. Drives the development of end-to-end technical expertise, monitoring and analysis tools, and scalable solutions that prevent incident recurrence across products.

Holds the team accountable for understanding and following security, privacy, and compliance standards, in alignment with guidance from business and technical experts and with consideration for business impact.

Builds coalitions and partnerships across organisations and develops insights, practices, and standards that improve system, service, platform, and product development and operations at scale.

In addition, this role has people management responsibilities, including supporting employee growth and development, driving project execution, and managing performance.

Responsibilities

Collaboration and Knowledge Sharing

Builds coalitions of support across organizations. Holds internal teams and external partners accountable for sharing information and meeting mutual commitments, achieves scale across teams by enabling and engaging others, and builds alignment in processes and objectives across teams. Ensures information is systematically and clearly communicated across organizations.

Leads team in developing, leveraging, and driving the sharing of information and knowledge base (e.g., customer, product, industry, troubleshooting guides) across teams across organizations.

Creates insights, effective practices, and standards that can be applied to improve system, service, platform, and/or product development and operations across organizations. Continues to develop thought leadership, insights, and effective practices through interactions with industry, cross-functional teams, business leaders, and other resources (e.g., conferences, learning sessions, wikis, documentation).

Mentors and coaches engineers to help them identify and propose solutions that will have a positive customer/business impact.

Operational Excellence

Holds teams accountable for managing crisis situations, including leveraging advanced technical expertise, judgment, and decision making to coordinate multiple work streams and resources in highly complex crisis situations to drive mitigation plans and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders.

Leads team on conducting root cause analyses and participating in post-incident reviews based on complex incidents/crises for the purposes of leading continuous improvement. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues. Communicates customer impact and other relevant information with key stakeholders, leadership, and customers.

Drives projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across organizations. Reduces future noise by participating in optimization of telemetry and alarming. Influences key stakeholders to adopt new standards and practices to broadly improve crisis and problem management across organizations. Holds crisis incident managers accountable for following incident management processes and standard operating procedures.

Holds team accountable for understanding and following prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts and consideration for business impact. Expands team's compliance awareness by conducting training and disseminating relevant information.

Works with security, privacy, and compliance teams to identify and address relevant security, privacy, and compliance issues across organizations and resolve them within the service level agreement (SLA). Identifies and may resolve defects in control policies by coordinating and negotiating with policy control owners to drive corrective updates in processes.

Holds the team accountable for creating, monitoring, and action planning for telemetry data and drives telemetry analytics to improve the detection and troubleshooting of problems that are affecting service availability, reliability, performance, and/or efficiency. Monitors and holds the team accountable for addressing action items.

Manages the development of scripts and/or automation across one or more teams and leverages a deep understanding of solutions to define, develop, measure, track, change, and improve the quality of telemetry pipelines that support automated monitoring and incident response, and drives ways to further automate monitoring processes.

Leads team on identifying and fostering telemetry collaborations that result in better-together services. Conceptualizes, drives, and guides the adoption of scalable, proactive, and predictive monitoring solutions across organizations with considerations of cost management and interactions with other services.

Manages teams of engineers across organizations to implement reliable, scalable, and high-performance solutions. Contributes to and/or owns the creation and architecture of design documents. Owns implementation and rollback plans. Maintains quality checklist and related documentation, anticipating blockers and unblocking as needed.

Monitors and develops team's service implementation capabilities. Leads team on quantifying and ensuring the health and compliance of a service according to Engineering and industry standards.

Holds team accountable for participation in on-call rotations and ensures Service Engineering teams across organizations are equipped to respond to incidents by driving the development of end-to-end technical expertise, monitoring and analysis tools, and scalable solutions that prevent incident recurrence across products.

Holds teams accountable for meeting service level objectives (SLOs) and customer/business requirements. Keeps relevant stakeholders and leadership apprised of details related to incident impact and status of resolution. Ensures that learnings are shared through postmortem reports and review meetings to identify opportunities to prevent the recurrence of issues across organizations by adopting similar solutions across related systems, platforms, and products. Drives the development of incident response and resolution guidance.

People Management

Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

Model: Live our culture. Embody our values. Practice our leadership principles.

Coach: Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.

Care: Attract and retain people. Know each individual’s capabilities and aspirations. Invest in the growth of others.

Security Management

Contributes to the development and improvement of standards to address complex security issues, influencing standards and processes across organizations and providing guidance to teams as needed.

Drives teams to identify, prioritize, and target solutions to complex security issues that may cause a negative impact on customers and partners. Creates and drives adoption of relevant mitigation strategies in partnership with internal stakeholder teams, reviews and suggests appropriate security strategies for teams, and holds them accountable for developing and deploying effective practices and guidelines to address patterns of security issues.

Facilitates communication of and adherence to security policies and procedures.

Technical Knowledge and Expertise

Takes ownership of service design by driving efforts across organizations to identify, define, recommend, and build optimal configurations of technology solutions with consideration of cost management, service health, security, resiliency and reliability, while taking into account scalability of services.

Expands end-to-end expertise in service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale. Creates opportunities to expand team's end-to-end technical expertise, consistently identifying skill gaps and raising the collective bar on the team's skill set in alignment with industry standards.

Creates clear vision by articulating strategic goals and opportunities. Architects strategies for adjusting configurations and defining infrastructures to improve the availability, reliability, efficiency, observability, security, and/or performance of supported products and services.

Thinks beyond current design to define and build a roadmap for service design. Leverages expertise to identify and mobilize solutions across organizations.

Drives collaborative reviews with the engineering teams that develop and/or manage services and other stakeholders, identifying opportunities for efficiencies in operations, and sharing learnings and recommendations across engineering teams and other stakeholders working on related services across organizations.

Leads team on designing integrated, cross-platform and/or cross-organizational services/systems in a manner that allows for robust and scalable measurement of quantifiable metrics for assessing health, quality, and functionality.

Evolves team knowledge and capabilities as the technology landscape evolves. Leverages industry norms and deep understanding to develop a strategic vision and drive the adoption of innovative solutions across engineering teams working with related products within and across organizations.

Provides technical guidance to others through sharing, coaching, conferences, and other means to drive improvements across organizations.

Qualifications

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 6+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 8+ 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 12+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience.
• 5+ years technical experience working with large-scale cloud or distributed systems.
• 5+ years people management experience.

Background Check Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

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

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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.