Service Engineer

Overview

When Microsoft experiences a significant service outage, customers expect more than service restoration. They want to understand what happened, why it happened, what Microsoft has done to address it, and what measures have been implemented to prevent recurrence.

The Incident Communications and Coordination (ICC) team is responsible for developing Microsoft's customer-facing Post Incident Reports (PIRs), one of the most important deliverables produced following major service incidents. These reports are a critical component of Microsoft's commitment to transparency, accountability, and customer trust.

We are seeking a Mission Critical Incident Analysis Engineer to lead the investigation, development, and publication of customer-facing PIRs for high-impact Microsoft 365 service incidents. This role combines service engineering, incident analysis, stakeholder management, investigative research, and technical communication.

Success in this role requires someone who is naturally curious, highly analytical, comfortable engaging senior engineering teams, and capable of transforming complex technical investigations into clear and trustworthy customer communications.

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.

Responsibilities

You will develop a foundational understanding of service and/or system design, interactions between technology layers and components, functions of infrastructure and dependencies at scale.

You may contribute to the identification and recommendation of optimal configurations of technology components.

You will participate in reviews with the engineering teams that develop and/or manage services and share learnings and recommendations across engineering teams working on related services within their organization.

You will actively seek to develop an understanding of key learnings, insights and best practices that can be applied to improve development and operations of the system, platform, or product components and features.

You will develop foundational technical knowledge, judgment, and decision making in crisis situations to contribute to mitigation plans and assist with resolving, reducing, or mitigating the impact of a crisis by engaging with necessary teams and escalating to appropriate stakeholders as instructed.

You will learn about and begin to contribute to root cause analyses based on incidences/crises with guidance from other engineers and learn about communicating customer impact and other relevant information with key stakeholders, leadership, and customers. You will contribute to projects and programs as instructed to improve crisis response and learn about how to increase service stability.

You will embody our culture and values.

Required Qualifications

Associates Degree or Trade Certification in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field

OR equivalent experience.

Preferred Qualifications

• Bachelors in Computer Science or Information Technology or industry equivalent experience
• Critical Thinking and Critical Question skills.
• Must have excellent written English language skills and a healthy desire to improve the environment.

#DPG #DPGHiring

Service Engineering IC1 - The typical base pay range for this role across Ireland is € 38,600.00 - € 64,400.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here

https://careers.microsoft.com/v2/global/en/corporate-pay/ireland-corporate-pay.html

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Insights from previous hires

Top skills: Troubleshooting

Common previous titles: Tech Support Engineer, Tech, Technician, Senior Technician, Senior Tech Support Engineer, Senior Solution Engineer, Senior