Sr. Service Engineer - CTJ

M365 is the world's leading productivity service, entrusted by hundreds of millions of users and customers worldwide, and is the largest revenue generator for Microsoft. A part of what makes this service successful is high service availability, while ensuring our customers are delighted with the service. At the core of it, this is what we are passionate about - delivering a highly available service with high customer satisfaction.
The Service Engineering role specializes in troubleshooting and finding ways to minimize impact detection and service downtime. You will be working across the full suite of M365 service offerings to ensure stability and reliability. We expect that you will master a wide variety of the latest technologies and tools quickly. This role will require the candidate to work a 4x10 shift schedule to cover a 24x7x365 (First, Second, Third shift roles) rotation with the rest of the group.ResponsibilitiesGeneral Requirements:• Candidates demonstrate that they have a deep understanding of the technical concepts relevant to technologies like Exchange, SharePoint, Teams, or Azure. • Familiarity and demonstrated experience with SaaS and Software design • Experience with network tracing and troubleshooting (i.e. Wireshark and Netmon)• Proven experience with troubleshooting authentication and connectivity issues• Respond to and resolve emergent service problems and build automation to prevent problem recurrence.• Ability to use various data collection tools and methodologies to analyze problems and develop solutions• Highly effective communication and collaboration across teams• Demonstrated expertise in Windows architecture• Solid understanding and proven experience with tools such as Process Monitor, Performance Monitor, Event Viewer, and other server monitoring tools to troubleshoot server software as well as network issues• Closely collaborate with partner teams when engineering & business dependencies exist.• Proficiency with one or more general purpose programming languages and/or scripting languages - C++, C#, Java, PowerShell, Python, JavaScript• Learn, understand, and apply data classification management policies
Responsibilities include but are not limited to:• Troubleshoot and root cause issues across M365 service offerings and components to ensure SLAs are met.• Measure, calculate, and improve service performance by driving scalable solutions back into the service• Ensure that the proper data collection is being enforced across all environments to maintain consistency for determining potential bottlenecks for each offering.• Work with partner team to help identify bottlenecks and implement proactive mitigation efforts to improve operational efficiency of all servers.• Coordinate resources from both within and outside core group as needed to resolve service impacting issues.• Hold all operational teams accountable for accurate details in all customer facing outage scenarios.QualificationsQualifications• Bachelor's degree in computer science (or related field) or 2+ years of equivalent work experience in relationship to systems development, systems engineering, network operations, software support and/or I.T. consulting.• Demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints. • Demonstrated ability to understand and communicate technical details with varying levels of management and peer groups.• Strong fundamentals on TCP/IP concepts, and expertise in analyzing and troubleshooting large-scale distributed systems.
Candidates selected for this position must comply with Federal Executive Order 14042 mandating that federal contractors and subcontractors receive the COVID-19 vaccine by being fully vaccinated before their date of hire, or work with Microsoft to receive an approved religious or medical accommodation.
Security Clearance Requirements: Candidates must be able 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:
Security Clearance Requirements: Candidates must be able 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:

• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.