Sr. Service Engineer- CTJ- Poly

Overview

Take ownership of Microsoft 365 service operations in sovereign cloud environments where availability and compliance are essential. You'll deploy, monitor, and improve services across the M365 stack, building automation, driving operational excellence, and partnering with engineering teams to ensure service health meets the highest standards. Bring your passion for operations and automation and help us deliver a world-class service experience.

The M365 Sovereign Clouds organization exists to ensure that sovereign and government cloud customers have access to the same world-class productivity tools that power organizations around the globe, delivered with the highest standards of security, compliance, and operational excellence. We own and operate Microsoft 365 services including Office 365, Exchange, Outlook, Teams, SharePoint, One Drive, Purview, Information Protection, PSTN, Office Online, Office Services, and are actively bringing CoPilot to sovereign environments.

As part of Azure Silver and Microsoft Sovereign Clouds, our mission is to make secure collaboration accessible, reliable, and performant for those who need it most. We are guided by a commitment to growth mindset, innovation, collaboration, and inclusion, values that shape how we build, operate, and support our services every day. The work we do directly impacts the ability of our customers and their organizations to achieve more.

The Security & Compliance team protects sovereign cloud customers from email-borne threats and helps them meet the strictest regulatory and compliance requirements. We operate the systems that stand between adversaries and some of the most sensitive communications in the world, including Exchange Online Protection, Exchange Transport, and Microsoft Defender for Office. Our Purview Platform delivers the tools that enable customers to classify, label, protect, and govern their data across the M365 ecosystem.

Every feature we build and every incident we respond to directly contributes to the security and trustworthiness of Microsoft's sovereign cloud offerings.

The right candidate for this job (is):

* Passionate about distributed systems and working with highly scalable services.

* Enjoys new technological challenges and is motivated to solve them.

* Excited about making better software and continuously improving the development, integration, and deployment processes.

* Self-starter who thrives in a bottoms-up, fast-paced, highly technical environment.

* Effective collaborator, experienced in creating technical partnerships across teams.

* Committed to ensuring exceptional customer satisfaction through technical excellence.

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

* Responds to incidents during regular on-call rotations, including complex incidents with major customer or business impact, by identifying the level of impact, troubleshooting, contributing to difficult decisions based on business impact, deploying appropriate fixes to resolve root cause(s), and implementing automations for prevention of recurring incidents through coordinating resources required for incident resolution, which may include product teams, owners, leadership, other engineering teams, and/or subject matter experts.

Escalates resolution of highly complex, ambiguous, and impactful incidents as needed. Contributes to postmortems and shares details related to incidents and their resolution through post-mortem reports and regular review meetings. Provides expert incident response assistance to other Service Engineers as needed, and develops incident response and resolution guidance.

* Creates, monitors, and takes action on telemetry data and influences telemetry analytics to better identify patterns that reveal errors and unexpected problems that are affecting the system's availability,…