Service Engineer 2 - Major Incident Management
Bucharest, Bucharest, Romania
5 zile în urmă

Are you interested in modern PC management and participating in a new Microsoft service? Are you motivated by customer success?

The Microsoft Managed Desktop (MMD) Service Reliability Engineering Team is central to the service and enables customers to transform whilst adopting our cloud technologies.

MMD is a developing leader in the modern PC management market enabling customer success.

This opportunity for you is to be part of the revolution in modern PC management and be a part of the MMD Service Reliability Engineering team.

You will be constantly challenged as the service expands to provide broader capabilities for customers. You will support customers using the MMD service rather than on-premises PC management products, and to work in collaboration with multiple Microsoft engineering teams such as Windows, Office, Intune, and Defender.

We are looking for a Service Engineer specialized in Major Incident Management to manage, mitigate critical and high-priority Incidents.

The right candidate will have broad IT (INFORMATION TECHNOLOGY) Operations and Security knowledge, great situational management skills, good judgment, and a well-developed sense of discretion involving sensitive issues.

The Ideal Candidate - You should be :

  • Humbitious - you are humble yet ambitious, respectful yet direct, courteous yet bold, unpretentious while extraordinary.
  • You can both give and receive constructive feedback equally. You are Humble AND ambitious.

  • Adept Communicator - You have the ability to create high-quality verbal and written summaries that are comprehensive, accurate and tailored to technology or business partners up to the executive level
  • Techtacular - you are innovative and transformative; you are abreast of the latest and emerging technologies. You are highly technical AND spectacular.
  • Qualified - anything worth doing once, is worth doing right the first time.
  • Data-dynamo - You are a data sleuth. You use data modeling, statistical analysis, and data science to help drive decisions.
  • You do not make wild guesses, but data-driven decisions.

  • Ultra-Agile - you are flexible, adaptive, and capable of changing tactics and direction rapidly as business drivers and priorities change.
  • Change is just another opportunity for your vast skills and capabilities.

  • Path-finder - You are a highly skilled and specialized tactician who can be inserted into any area of operation. You are the one who others want to follow. You lead the way.
  • Customer focused - everyone is a customer, either current, or potential. You inherently realize this, and your drive and focus on building scalable systems that meet and exceed customer expectations are what we want.
  • Responsibilities

    document, prioritize escalated incidents or incidents across multiple service dependencies, and resolve them by collaborating with internal and external stake holders.

    You will record these solutions and learnings while monitoring the overall quality of incident management. You will also be accountable for the activities and resources required to resolve all escalated incidents.

    Leadership Skills :

  • Exemplary communicator with the ability to create high-quality end verbal and written summaries that are comprehensive, accurate and tailored to technology or business partners up to the executive level
  • Ability to lead with integrity and remain calm during stressful situations while managing multiple demands and changing priorities
  • Management of escalated complaints and feedback ensuring all are responded to in a professional manner to the satisfaction of IT / business stakeholders.
  • Build Partnerships Collaborate with technology and business groups for their support to end user computing priorities.
  • Technical Leadership Provide technical guidance on technology issues, designs and ideas.
  • Performs major incidents escalation evaluations and manages escalation activities.

  • Understands the business impact of each escalation.
  • Ensures all communications regarding escalations are planned and orderly, timely and accurate.
  • Leads each Incident Team and is responsible for ensuring the team members have the necessary skills to respond and resolve escalation.
  • Ability to rapidly absorb and understand complex technical situations under pressure.
  • Ability to facilitate conversations with large groups of remote people.
  • Ability to translate technical incidents into business terms.
  • Conducts post major incident reviews and closes escalation after customer approval.
  • Uses post major incident review results to develop and document follow-up action plans.

  • Provides data on escalation history and manages requests for information regarding escalations.
  • Ensures that Emergency Requests for Change required as part of escalation are documented.
  • Demonstrated experience in Application and / or Infrastructure Support including Service, Problem, or Incident Management.
  • Ability to deal with the ambiguity associated with working in a fast paced and changing environment.
  • Qualifications

    10+ years of experience with 4+ years in supporting external customers, preferably in an IT Operations positionDemonstrated ability to solve diverse technical problems and develop / execute remediation plansExperience in program management with a history of leading efforts that improve team operations.

    Strong cross-organizational collaboration skills.Excellent oral and written communication skills, including the ability to communicate with senior executives and customers.

    Strong experience influencing without authority.A. or degree in Computer Science, Computer Engineering, Information Systems, or equivalent experienceWillingness to work in 16*7*365 shifts and on call support as required.

    The working hours will be 11 : 30AM 20 : 30PM EEST / 10 : 30AM 19 : 30PM EET.

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