Experience Inc. Jobs

Are you interested in working for one of the most exciting products in Microsoft, passionate about exceeding customer expectations and advancing Microsoft's cloud first strategy? Are you interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses? If so, then look no further than the Azure Customer Experience (CXP), Customer Reliability Engineering Team! Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers.

Azure CXP CRE is a top-level pillar of Azure Engineering that leads world-class customer reliability engagements, modern customer-first experiences for scale, and drives deep customer insights and empathy into the broader Azure Engineering organization. Our teams are listening to customers around the clock, driving improvements and capabilities into services, support programs, service incident experience, community engagements, and more. Our “no dead-end’s” philosophy ensures that every customer, regardless of size or scale, can realize their full potential through the Microsoft Cloud.

Azure CXP is looking for a customer focused Principal Reliability Engineering manager passionate about Customer reliability engineering (Availability, Reliability, site up) and supportability of the Azure platform at scale. This role will be accountable improving customer experience on Azure, for diagnosing and troubleshooting mission critical customer applications built on the Microsoft Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, highly available services with a deep understanding of the underlying components (Azure Platform, Azure SDK, Azure Portal), and work directly with Customers, Customer Support, and Engineering.

Our team is looking for a Principal Reliability Engineering manager who will help evolve a world-class infrastructure that supports a growing number of CXP customer programs. You will deliver critical, customer facing features and work across many Azure servicing teams, ensuring they meet our customer’s needs. You will stay acutely aware of COGS at scale, building features efficiently and ensuring that our infrastructure

Responsibilities

• Build and lead a team of reliability engineers in the region, providing world class customer experience. Demonstrated ability to lead teams and work across geo regions and build strong partnerships

• Collaborate closely with Engineering/PM to ensure the availability and performance of Live Site and the satisfaction of our customers

• Participate in on call coverage rotation - Provide leadership to all customer facing teams during incidents

• Improve Customer experience by analyzing signals from various sources, driving RCA's and Service improvements involving bug fixes

• Drive continuous improvement in the Azure platform incorporating feedback from internal/external customers

• Identify and drive implementation of customer centric mitigation levers and playbooks for Operations

• Participate in the design of V. Next architecture for Cloud infrastructure services, focusing on strategic customer support scenarios

• Enthusiastic, self-motivated, and a great teammate.

• Excellent collaboration, organizational, time management skills.

• Data driven with a focus on business results for projects undertaken.

Qualifications

• Strong people manager who can source and build reliability engineering teams.

• Must have Site Reliability Engineering experience in a 24 x 7 x 365 enterprise environments

• Desired Technical expertise on Azure services and capabilities and/or cloud platforms, understand

• Fluency in one or more automation languages (PowerShell, CLI etc.)

• Communication skills that allow you to take lead and control the communication with customers, internal Microsoft stake holders and third party vendors.

• Must have an Understanding of 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

• Must effectively manage and prioritize multiple tasks in accordance with high level objectives/projects.

• Excellent written and oral communication skills required; Ability to communicate to a variety of audiences; including high-profile customers, executive management, and engineering teams.

• Desired BS/BA in Computer Science, Engineering, Math or equivalent experience

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .