Global IoT Service Coordinator

Service Operations & Ticket Management

• Act as the central point of contact for global IoT service tickets, driving the intake, prioritization, and completion of all service requests across Microsoft locations.

• Ensure all service tickets are resolved within the defined tolerances of Microsoft service standards, escalating issues as needed to maintain compliance and performance.

• Collaborate closely with regional technical leads and managers to troubleshoot, resolve, and prevent recurring service issues.

• Monitor and manage service tickets using ServiceNow (SNOW), ensuring accurate documentation, timely updates, and effective resolution workflows.

• Utilize Smart Building Dashboard tools to assist with initial diagnostics and root cause analysis.

• Coordinate firmware/software updates and validate telemetry data in partnership with IoT Technical Specialists and suppliers.

• Independently schedule and lead meetings to resolve service-related issues, ensuring all stakeholders are aligned.

Process Improvement & Knowledge Management

• Identify service process deficiencies and lead initiatives to improve workflows, reduce resolution times, and enhance service quality.

• Partner with technical teams to develop mitigation plans and author Knowledge Base Articles (KBAs) to support triage and resolution efforts.

• Proactively identify areas of operational risk and implement mitigation strategies to ensure service continuity.

Reporting & Metrics

• Collect, analyze, and present service ticket metrics using Power BI and other reporting tools.

• Collaborate with the Program Coordinator to develop and deliver executive-level presentations that highlight service performance, trends, and improvement opportunities.

Global Standards & Compliance

• Serve as a subject matter expert on IoT service processes and standards across all Microsoft global locations.

• Assist in the development, communication, and enforcement of global service standards to ensure consistency and compliance.

• Collaborate with regional managers and technical leads to align local practices with global objectives.

Cross-Functional Collaboration

• Work closely with global and regional teams to implement service processes and ensure alignment with Microsoft’s operational goals.

• Partner with contractors, suppliers, and integrators to improve service delivery and ensure adherence to Microsoft standards.

• Maintain strong communication channels between global and regional teams to foster collaboration and knowledge sharing.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.

• Proven experience in IoT service coordination or technical support roles.

• Proficiency in ServiceNow (SNOW) and Smart Building Dashboard tools.

• Strong troubleshooting skills and experience with firmware/software updates and telemetry validation.

• Excellent communication and stakeholder engagement skills.

• Ability to work independently and lead cross-functional initiatives.

• Experience creating and presenting reports using Power BI.

• Strong organizational skills and attention to detail.

Preferred:

• Experience working in a global enterprise environment.

• Familiarity with IoT systems, smart building technologies, and service process frameworks.

• Experience developing and maintaining knowledge base content and service documentation.

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law