Service Engineer - CTJ - Poly

Microsoft has an exciting opportunity to join the Silver Infrastructure and Operations team in supporting our Secure Work Area operations. This team will be responsible for deploying and operating a Secure Work Area, including the infrastructure for collaboration within an airgapped environment. 

As a Service Engineer, you will have the opportunity to work with engineers who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries. The systems, software, and/or processes you build and manage will be required to meet the security policy and assurance requirements of both public and private sector customers.  

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

Technical Knowledge and Expertise 

• Contributes to service design by identifying and recommending optimal configurations of technology components with awareness of cost management, and service health, security, resiliency and reliability, while taking into account scalability of services. Demonstrates expertise in service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale. Adjusts configurations and defines infrastructures to improve the availability, reliability, efficiency, observability, and/or performance of supported products and services, with minimal guidance from other engineers. Actively participates in collaborative reviews with the engineering teams that develop and/or manage services and other stakeholders, and shares learnings and recommendations across engineering teams and other stakeholders working on related services within their organization. Contributes to designing a service/system in a manner that allow for robust and scalable measurement of quantifiable metrics for assessing health, quality, and functionality. 
• Stays current in knowledge and expertise as technology landscape evolves. Contributes to the adoption of new solutions. Proactively seeks opportunities to learn and receive feedback. 

Operational Excellence 

• Implements reliable, scalable, and high-performance solutions across teams. Contributes to design documents. Owns implementation and rollback plans. Maintains quality checklist and related documentation with minimal guidance. Quantifies and ensures the health and compliance of a service according to Engineering and industry standards with minimal guidance. 
• Leverages technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders. Conducts root cause analyses based on incidences/crises and participates in post-incident reviews with minimal supervision 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. Develops projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across engineering teams. Fosters increased service stability. Reduces future noise by participating in optimization of telemetry and alarming. 
• Monitors and takes action on telemetry data and performs analyses to identify patterns that reveal errors and unexpected problems that are affecting the system's availability, reliability, performance, and/or efficiency, with minimal guidance. Develops scripting and/or automation used in monitoring based on observations and experience. 
• Responds to incidents during regular on-call rotations by identifying the level of impact, troubleshooting incidents, and deploying appropriate fixes to resolve root cause(s). Alerts product teams and owners to major customer impacting incidents and escalates resolution of complex and highly impactful incidents affecting multiple components or features to other engineers or engineering teams as needed. Shares details related to incidents and their resolution through postmortem reports and during regular review meetings. 
• Learns and adheres to prescriptive guidance for security, privacy, and compliance standards in alignment with direction from the business and technical experts. Works with security, privacy, and compliance teams to identify and address issues relevant to their services and resolve them within the service level agreement (SLA) with minimal guidance. 

Collaboration and Knowledge Sharing 

• Collaborates within and across teams (e.g., within Service Engineering, across a service) by proactively and systematically sharing information with an appropriate level of detail for their audience. Proactively manages dependencies for their work with others. Develops and leverages information and knowledge base (e.g., customer, product, industry, troubleshooting guides) to contribute to conversations within their team with minimal supervision. 
• Shares insights and best practices that can be applied to improve development and operations of the system, service, platform, or product components and features by participating in design reviews, incident drills and debriefs, and regular meetings, as well as interactions with more experienced Service Engineers and members of product engineering teams. 

Specialty Responsibilities 

• Identifies security issues and recommends potential mitigation strategies to address underlying causes. Develops security guidance and models to address issues and to contribute to the definition of best practices. Suggests and drives appropriate guidance, models, response, and remediation for issues. Troubleshoots system issues and partners with engineering teams to conduct root cause analyses. Communicates and drives adherence to security policies and procedures.* 

Other 

• Embody our and