Principal Service Engineering Manager Microsoft
Redmond, WA

Job Description

Do you have a passion for high scale services and working with some of Microsoft's most critical customers? We're looking for a Software Engineering Manager with the right mix of leadership, on-line services experience and focus on software development to drive improvement and customer satisfaction for our Office 365 Enterprise Cloud service offerings.

Office 365 is at the center of Microsoft's cloud first, devices first strategy as it brings together cloud versions of our most trusted communication and collaboration products like Exchange, SharePoint, and Skype with our cross-platform desktop suites and mobile apps. The Office 365 Enterprise Cloud team works with Microsoft's largest enterprise and government customers to deliver features that meet their specific needs and unblock cloud adoption. As you would expect, our customers have the highest expectations for feature quality, security, reliability, availability, and performance.

Our team has a proven success record of bringing in millions of seats to Office 365 and is focused on the next wave of innovation to accelerate growth. The opportunities and challenges are diverse and complex, cutting across customer architecture and implementation, service configuration and management, identity, compliance, security, access, infrastructure reliability and much more.

Your team is specifically focused on Exchange Online LiveSite for our commercial sector customers. This LiveSite team field incidents across multiple Exchange components that are either raised through monitoring systems and/or Microsoft Customer Support Services (CSS). While the goal is to mitigate incidents in the shortest amount of time, the ultimate goal is to engineer or drive solutions that will either eliminate incidents and/or reduce the overall incident volume being raised to the service.

As the Engineering lead of this team, you will be working with your engineers to drive these changes within the team, and you will also be partnering with component level Engineering leads to drive changes in the service and future features being released. When incidents can't be eliminated, you'll be working with your engineers in developing engineering workflows for support teams (CSS), to reduce customer-support escalations to your team.

Requirements:

Core Qualifications:

* 5+ years of Software, Site Reliability, Systems, or Service Engineering management experience on large scale cloud services
* Experience designing, building, servicing, and driving ongoing improvement of service infrastructure & systems
* Proven track record of improving reliability, availability and performance of cloud services

Desired Qualifications:

* Experience managing an engineering team on projects with technical deep dives into code, networking, operating systems and/or storage.
* Proven experience working in large scale cloud computing systems
* Proven problem-solving skills, with a strong bias for quality and engineering excellence
* Systematic problem-solving approach coupled with effective communication skills and a sense of ownership and drive.
* Ability to debug and optimize code and to automate routine tasks.
* Technical understanding of Office 365 and Exchange architecture
* Current software development expertise in multiple programming languages (C#, C++, Python, Java, et al)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care 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 applicable laws, regulations and ordinances.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Responsibilities:

* Lead a team of engineers to design and deliver software to improve the reliability, scalability, latency, and efficiency of your services.
* Be an effective people manager. One who will focus on employee and team satisfaction, by keeping them challenged and growing by developing a clear growth plan based on their current skillset.
* Solve problems relating to mission critical services and create solutions to prevent problem recurrence; with the goal of automating response to all non-exceptional service conditions.
* Influence and create new designs, architectures, standards, and methods for large-scale distributed systems.
* Be a strong technical mentor. This is a technical position and you will be required to work in code; mentor engineers through helping them check-in software changes and complete code-reviews for their software check-ins.
* Recruit, on-board, and grow a team of Software Engineers focused on Site Reliability
* Coordinate planning and execution with internal engineering teams, business partners and technical leaders across the division
* Deriving engineering deliverables for your team, as a result of Weekly Service Reviews with the goal to help reduce incidents per million engaged users (IMEU)
* Developing and delivering technical training
* Developing PowerBI dashboards to aid in case volume analysis, that result in incident volume reduction
* Uphold high organizational standard of great employee and team satisfaction