Senior Service Engineer

Microsoft Digital (MSD) builds and operates the products and services that support Microsoft’s business and technology operations. MSD partners across the company to deliver technology solutions that enable employees to work efficiently, securely, and effectively. The organization focuses on driving digital transformation, improving service delivery, and supporting Microsoft’s ongoing business priorities.

About the role

The purpose of this role is to improve the reliability, efficiency, and user experience of Email & Calendaring services (powered by Exchange Online) and related Microsoft 365 enterprise services operating at global scale. This role applies service engineering, automation, telemetry, and operational practices to support high-volume, business-critical services for a worldwide customer base. The position focuses on addressing incidents and recurring service challenges through engineering solutions, automation, and data-driven decision making.

The Senior Service Engineer contributes to the delivery and operation of foundational services that support Microsoft's technology environment. The role requires collaboration across multiple time zones, partnering with product teams, support organizations, business stakeholders, and an extended engineering team based in the India time zone to deliver secure, compliant, resilient, and user-focused service outcomes.

Responsibilities

Microsoft 365 Service Engineering and Modernization

• Collaborate across service, product, and operational environments to clarify requirements, establish ownership, align stakeholders, and translate priorities into engineering plans and service deliverables.
• Design, operate, maintain, and improve Email & Calendaring services and Microsoft 365 communication platforms to support reliability, productivity, service health, security, and operational efficiency.
• Develop automation and telemetry-driven solutions using technologies such as AI platforms, PowerShell, Microsoft Graph API, Power Platform, and related tools to reduce manual effort, improve operational processes, and address recurring service issues.
• Partner with product engineering teams (for example, Exchange Online, Substrate, and Transport), service management, support organizations, and business stakeholders to evaluate new capabilities and support readiness, adoption, deployment, and service transition activities.
• Contribute to operational improvement initiatives by supporting security, resiliency, service reliability, and process optimization efforts. Share knowledge, documentation, and operational practices that support team effectiveness and service continuity.

Customer Experience

• Represent the needs of Microsoft employees and business groups by identifying productivity challenges, service gaps, feature requests, and operational issues related to Exchange Online and Microsoft 365 services.
• Use customer feedback, usage insights, and operational data to help prioritize engineering and service improvement efforts while considering reliability, security, compliance, and resource requirements.
• Share service experiences, operational practices, and lessons learned through IT Showcase and other knowledge-sharing opportunities to support awareness and adoption of Microsoft technologies.

Live-Site Reliability & Operational Excellence

• Monitor service health and participate in the response and resolution of incidents affecting Email & Calendaring services, including mail flow, hybrid messaging, service availability, and related Microsoft 365 experiences.
• Utilize telemetry, analytics, and service health data to identify trends, risks, and recurring issues, perform root-cause analysis, and implement automation and process improvements where appropriate.
• Support operational readiness through collaboration with engineering, product, and support teams. Maintain technical documentation, standard operating procedures (SOPs), knowledge resources, and reusable engineering practices that improve service support and operational consistency.
• Participate in service reviews, incident retrospectives, and continuous improvement activities to identify opportunities for enhanced reliability, operational efficiency, and customer experience.

Qualifications

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
• OR equivalent experience.

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
• OR equivalent experience
• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 6+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
• OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 8+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
• OR equivalent experience.
• 3+ years technical experience working with large-scale cloud or distributed systems.
• Experience supporting Email & Calendaring services in large-scale enterprise environments.
• Experience designing or implementing automation-first operational processes and service management solutions.
• Familiarity with AI-assisted tools, machine learning technologies, Large Language Models (LLMs), GitHub Copilot, or related productivity technologies.
• Experience evaluating, adopting, or supporting new platform capabilities and service enhancements.
• Experience documenting operational processes, developing knowledge resources, and contributing to service readiness activities.
• Experience working with globally distributed teams across multiple time zones.