Service Engineering Manager
Company: Microsoft Corporation
Location: Redmond
Posted on: April 24, 2024
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Job Description:
The Microsoft Advertising Service Engineering Manager is
responsible for a team of Service engineers that provide advanced
technical support for our online Microsoft advertising business
while delivering customer experiences unmatched by our competitors.
The primary focus will be on paid search results that are delivered
by Microsoft Ads on Bing, and partner web publisher sites. This
role will use broad business and technical skills. This role
requires building cross-group relationships with the Global
Microsoft Advertising Sales and Service teams at Microsoft, and
other partners to deliver great support experience, solving
technical problems and driving quality platform capability as
effectively and efficiently as possible. This role works closely
with Microsoft's Advertising Engineering team to define
requirements for the next generation of paid search advertising
platform technologies as well as ensure Voice of Customer is front
and center in all that we do.
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.
In alignment with our Microsoft values, we are committed to
cultivating an inclusive work environment for all employees to
positively impact our culture every day.
Responsibilities
As our Service Engineering Manager you will:
Lead and mentor a team of service engineers, providing guidance,
support, and coaching to drive high performance and professional
growth
Deliver success through empowerment and accountability by modeling,
coaching, and caring -
Model - Live our culture; Embody our values; Practice our
leadership principles.
Coach - Define team objectives and outcomes; Enable success across
boundaries; Help the team adapt and learn.
Care - Attract and retain great people; Know each individual's
capabilities and aspirations; Invest in the growth of others.
Automation and Process Improvement : Drive automation initiatives
to streamline manual processes and reduce manual intervention,
using automation tools and technologies to increase efficiency and
reliability.
Incident Management and Resolution : Establish and maintain
incident management processes and procedures to promptly identify,
escalate, and resolve service disruptions and outages.
Continuous Improvement : Drive continuous improvement initiatives
to enhance service quality, efficiency, and automation, using
industry best practices and emerging technologies.
Vendor Management : Manage relationships with third-party vendors
and service providers, evaluating their performance and ensuring
compliance with service level agreements (SLAs) and contractual
obligations.
Cross Group Collaboration : Build cross-group relationships to
share knowledge and be an effective advocate for internal/external
partners Shares and define insights, best practices, and standards
that can be applied to improve system, platform, and/or product
development and operations across the business. Continue to develop
thought leadership, insights, and best practices through
participation with industry, cross-functional teams, and business
leaders. Mentors and coaching engineers to help them identify and
propose solutions that will have a positive customer/business
impact.
Technical guidance : Provides in-depth business and technical
knowledge needed to solve major incidents and makes sure service
engineering teams across the business have the technical skills,
tools, and resources to deal with incidents during regular on-call
shifts and find scalable solutions that stop incidents from
happening again across products. Makes teams responsible for
meeting Service Level Objectives (SLOs) and customer/business
needs, informs internal and external stakeholders and executive
leaders of details related to customer/business impact and status
of resolution; ensures that learnings are shared across the
business through post-mortem reports and review meetings to
identify opportunities to widely adopt similar solutions to prevent
incident repetition across the business.
Data Analysis : You will lead the Service Engineering teams that
work on analyzing data and patterns from advertiser, native and
publisher data, campaigns, and domains to safeguard advertiser
Return on investment (ROI) and ensure user safety on Microsoft
Advertising, and to detect suspicious or fraudulent traffic and
advertising practices. You will coach the engineers to actively
look to protect customers and users while preventing fraud
clicks.
Other
Qualifications
Required/Minimum Qualifications:
Bachelor's Degree in Computer Science, Information Technology, or
related field AND 3+ years technical experience in software
engineering, network engineering, service engineering, or systems
engineering
OR equivalent experience.
3+ years people management and/or leadership experience
3+ years of experience with programming languages such as Python,
C#, or JavaScript, with experience in developing scripts and
automation tools for data analysis and manipulation, as well as
understanding of automation and scripting skills.
3+ years of customer service and supporting operational excellence
and best practices.
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.
Knowledge of the wider advertising industry and technology
trends
Experience partnering with sales, client services & support, legal,
marketing, technology teams and other functions as appropriate.
Ability to work through self-directed, ambiguous situations.
Demonstrated skills in dealing with diverse groups of product
teams.
Ability to direct and work independently, with an eagerness to
consistently meet and exceed commitments/objectives and take
ownership of complex problems.
Passion for developing others and being vested in their
success.
Service Engineering M4 - The typical base pay range for this role
across the U.S. is USD $112,000 - $218,400 per year. There is a
different range applicable to specific work locations, within the
San Francisco Bay area and New York City metropolitan area, and the
base pay range for this role in those locations is USD $145,800 -
$238,600 per year.
Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until April 25,
2024.
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)
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Keywords: Microsoft Corporation, Bellevue , Service Engineering Manager, Engineering , Redmond, Washington
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