Service Engineering Manager

Role overview

Operational excellence

• Lead telemetry monitoring, analytics, and action planning to improve detection and troubleshooting of availability, reliability, performance, and efficiency issues.
• Ensure on-call readiness and incident response; lead complex crisis mitigation, root cause analysis, and post-incident reviews.
• Develop incident response standards, procedures, and improvements to reduce recurring incidents and improve crisis management.
• Manage automation, scripts, telemetry pipelines, and scalable monitoring solutions for proactive incident response.
• Ensure service teams meet service level objectives and customer and business requirements; communicate impact and share postmortem learnings.

Leadership and security

• Manage engineering teams delivering reliable, scalable, high-performance solutions; oversee design documents, implementation and rollback plans, and quality documentation.
• Hold teams accountable for security, privacy, and compliance standards; coordinate issue resolution with relevant teams and policy owners.
• Build cross-organizational partnerships, knowledge sharing, and engineering practices; mentor and coach engineers.
• Set team objectives, support employee growth, enable collaboration, and manage performance.

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or a related field.
• 6+ years of technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls, or equivalent experience.
• Ability to meet Microsoft, customer, and/or government security screening requirements.

Preferred qualifications

• Master's degree with 8+ years of relevant technical experience, or bachelor's degree with 12+ years, or equivalent experience.
• 5+ years of technical experience working with large-scale cloud or distributed systems.
• 5+ years of people management experience.