Service Engineer 2

Microsoft   •  

Redmond, WA

Industry: Software


5 - 7 years

Posted 397 days ago

The Microsoft Store’s RetailTechnology Group is a unified multi-channelRetailTechnology organization which showcases Microsoft technology by transforming the Windows PC, Software, Gaming, and Mobile device buying experience. We are responsible for the agile delivery of world-class, innovative, multi-channel solutions for the Microsoft Retail Store locations.

The Consumer Sales, Marketing and Engineering (CMSE), Senior Service Engineer will be responsible for supporting the digital media service in all the Microsoft Retail stores. Drive maturing our Digital Marketing Intelligence. Ensure we are measuring our Business properly with – Telemetry – Trending – and Watching for Leading Indicators. Focus on educating the Marketing & Retail Business Leadership around fault analysis to demonstrate Value to the Retail Stores Division through Business Acumen. Manage Video Wall as an end to end service, report out weekly during Service Line and include Live Site reviews as necessary. Continue to develop and enhance our monthly BI trending to quickly dive into fault analysis to identify root cause of outages and take the necessary corrective action.   Actively participant in Feature teams through bug creation, gathering metrics for bug impact and prioritization efforts and build all VidOps monthly Sprint tasks and User Stories for Sustain Engineering.  

Summary of essential job functions:

• Ensure all digital media experiences in the stores are functioning as designed

• Manage the content push schedule

• Drive problem management tickets and bug creation

• Manage the daily standup meeting to prioritize daily activity of service team

• Participate in weekly, monthly and annual vendor business reviews

• Proactively analysis and manage trends

• Manage external vendors that provide onsite support and suppliers

• Participate in feature teams, provide users stories, and ensure backlog is managed

• Drive service metric targets; Availability, MTTR, KPI’s and overall service satisfaction

• Schedule and maintain regular backups to cloud, database health and defragmentation statistics improvements

• Drive cost reduction of the overall digital media services

Specific responsibilities include:

• Drive and plan multiple projects simultaneously

• Research and analyze tools that can be leveraged to advance our digital media service experience

• Evangelize your features to the retail business

• Ensure tasks, deliverables and risks are understood and communicated clearly

• Manage third party vendors and participate in vendor scorecard process

• Ensure project documents are complete, current, and stored appropriately

• Provide status reports on a regular cadence to ensure we are meeting our SLA’s / KPI’s

• Proactively manage changes in project scope, identify potential crises, and devise contingency plans to keep the digital services available as designed

• Build, develop, and grow business relationships vital to the success of digital media projects and new store openings

• Effectively prioritize and execute tasks in a high-pressure environment while keeping a calm level-headed demeanor is crucial

• Create and identify standards and best practices and drive adoption across the service team

• Design components of a service delivery system that defines tools, hardware, processes, role assignments, dependencies, and documentation, resulting in a complete system that supports delivery and meets KPI’s

• Triage problems and prioritize them against key risks to the business

• Communicate data and information among stakeholders and apply advanced diagnostic expertise during service issues to restore service with minimal disruption to the business and our retail customers

Basic Qualifications:

• 5+ years’ Program, Service and/or Project Management IT experience


• BA degree in Computer Science, Mathematics, Engineering or other technical field

• Technical breadth and understanding of the Microsoft platform and experience in design/development

• Experience in agilescrum process

• Cross Boundary Collaboration

• Impact and Influence

• Interpersonal Awareness

• Customer Focused

• Teamwork Focused

• Superior project management skills with a strong attention to detail in all areas of project management

• Strong written and verbal communications skills

• Self-motivated with a positive Attitude

• Ability to work with minimal supervision

• Technically competency with Microsoft Suite of products