Service Engineer

Top IT Firm Type: Exclusive Contract on W2 Duration: 18months Summary This role serves as the central coordination point for all L1/L2 escalations into Engineering , ensuring incidents are triaged quickly, assigned to the right owners, communicated clearly, and driven to resolution within SLA. It mirrors the structured support-to-engineering escalation workflows described in Microsoft’s escalation guidelines, including case validation, routing, severity handling, communication protocols, and RCA follow-through. Key Responsibilities 1. Incident Intake & Triage Act as the first engineering-side owner for escalations coming from Tier 1 / Tier 2 Support. Validate completeness of case details before engaging engineering (logs, repro steps, screenshots, tenant info). Classify incidents by severity (Sev1, SevA, CFL, SIE) and ensure proper process is followed. Ensure all escalations have active case numbers and are fully tracked through official systems (IcM/ADO). 2. Routing & Engineering Engagement Identify proper engineering owners, on‑call responders, or feature teams based on the issue type. Ensure correct escalation channels are used and prevent ad‑hoc or side‑channel routing. Track engineering acknowledgment and ensure SLA response times are met for high‑severity issues. Drive momentum - ensure incidents never stall, elevate internally when traction is lacking. Coordinate structured update cadences (e.g., every 30-60 minutes for Sev1/CFL). Monitor SLA clocks and collaborate proactively when risks appear. Ensure support, engineering, and account teams have consistent facts and coordinated messaging. Partner with Support & CXP PMs to ensure customers receive timely, accurate updates. Help prepare or review external communications when required for critical incidents. 5. RCA, Documentation & Follow‑Through Manage end‑to‑end RCA requests for major incidents, ensuring correct template, completeness, clarity, and accuracy. Track all promised mitigation and prevention actions to closure. Top 3 Skills for Success (New Section) Ability to rapidly interpret incomplete signals, assess impact, classify severity, and determine the correct escalation path. This includes understanding when an issue qualifies as Sev1, SevA, CFL, or SIE and triggering the proper workflows. Skill in orchestrating multiple engineering, support, and customer-facing groups—ensuring momentum, preventing stalls, and maintaining alignment across channels. You act as the "traffic cop" ensuring the right people enter and stay in the loop. 3. High-Clarity Communication Under Pressure Ability to deliver crisp, factual, and timely updates to both technical and non‑technical stakeholders, including support engineers, PMs, account teams, and executives. Skilled at translating complex investigations into actionable, customer-ready messaging. #J-18808-Ljbffr