Microsoft · 6 days ago
Service Engineer II
Redmond, WA
Full-time
Hybrid
Mid, Senior Level
$101K/yr - $199K/yr
2+ years expMicrosoft is seeking a customer-obsessed and AI-curious Service Engineer II to join their Engineering Operations team. This role involves managing live-site incidents, enhancing customer experience across Azure, and collaborating with various teams to ensure service reliability and performance.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Lead and manage high-severity incidents across Azure services, serving as the single point of accountability to ensure rapid detection, triage, resolution, and customer communication
Act as the central authority during live site incidents, driving real-time decision-making and coordination across Engineering, Support, PM, Communications, and Field teams
Contribute to the design of V. Next architecture for Cloud infrastructure services, based on Customer/ First party engagements
Engage in major production triage efforts and work with different teams in the identification of root cause of highly impactful or complex issues as required and identify Product gaps and work with Product teams to bridge the gaps
Partner closely with Software developers, Product Managers, architects, and Infrastructure teams to drive delivery of sustainable and reusable design solution patterns to ensure non-functional production support requirements are adopted early in the Migration /Deployment
Promote a customer-first culture by prioritizing availability, reliability, and platform trust in every response
Participate in the on-call rotation
Analyze customer-impacting signals from telemetry, support cases, and feedback to identify root causes, drive incident reviews (RCAs/PIRs), and implement preventative service improvements
Drive continuous improvement of the Azure platform by incorporating learnings from live site events and customer feedback, ensuring improved reliability, observability, and supportability
Collaborate closely with Engineering and Product teams to influence and implement service resiliency enhancements, auto-remediation tools, and customer-centric mitigation strategies
Identify and advocate for customer self-service capabilities, improved documentation, and scalable solutions that empower customers to resolve common issues independently
Design and drive adoption of incident response playbooks, mitigation levers, and operational frameworks aligned to real-world support scenarios and strategic customer needs
Contribute to the design of next-generation architecture for cloud infrastructure services with a focus on reliability and strategic customer support outcomes
Build and maintain cross-functional partnerships, ensuring alignment across engineering, business, and support organizations
Be data-driven and results-focused, using metrics to evaluate incident response effectiveness and platform health
Bring an engineering mindset to operational challenges, balancing agility, scalability, and technical excellence
Exhibit strong cross-team collaboration, engineering mindset, and results-oriented execution under pressure
Qualification
Required
Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls + OR equivalent experience
2-4+ Yrs of experience in roles cloud operations, incident response, SRE or large-scale system engineering preferably in platforms like Azure, AWS, or GCP
Must have Service Engineering experience in a 24 x 7 x 365 enterprise environments
Exceptional command-and-control communication skills—able to drive clarity and direction with customers - internal Microsoft stakeholders and third-party vendors during ambiguity and chaos
Deep understanding of cloud architecture patterns, microservices, and containerization
Demonstrated ability to make decisions quickly, under pressure, and with limited data—without compromising long-term reliability
Familiarity with monitoring and observability tools (e.g., Grafana, Prometheus, Datadog, Splunk, New Relic)
Fluency in one or more automation languages (PowerShell, Python, CLI etc.)
Understanding ITIL or other incident management frameworks is a must
Understand High Availability, Disaster Recovery, Business Continuity, Performance Tuning
Demonstrates strategic thinking, quantitative and analytical skills, team leadership, and collaboration
Excellent problem resolution, judgment, negotiating and decision-making skills
Desired Strong knowledge of Windows Platform or Linux, developer tools and ability to diagnose and debug user code
Effectively manage and prioritize multiple tasks in accordance with high level objectives/projects
Excellent communication skill (written + verbal) in English, especially in high-pressure scenarios
Ability to communicate with a variety of audiences; including high-profile customers, executive management, and engineering teams
Desired BS/BA in Computer Science, Engineering, Math or equivalent experience
Preferred
4+ Years of demonstrated experience as an Incident Commander or Crisis Manager for critical, high-severity incidents in high-availability, distributed environments
Experience with SRE (Site Reliability Engineering) principles and practices
Exposure to chaos engineering, fault injection, or high availability architecture
AI/ML Experience: [Beginner to Intermediate]
Familiarity with how AI/ML models are integrated into cloud infrastructure and their potential failure modes
Experience using AI-powered tools for incident analysis, log correlation, or predictive alerting
An understanding of the challenges and risks associated with AI/ML systems in a production environment
Certifications: Relevant cloud certifications (e.g., AWS Certified DevOps Engineer, Azure Solutions Architect, GCP Professional Cloud Architect)
Certifications in ITIL, SRE, or other relevant frameworks
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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2025 (9192)
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2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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