This Job is eligible for the following work arrangements :Flex Time
Microsoft IT is for those IT professionals and business technology professionals who want to be strategic partners to the business and be the first place to create innovative solutions using all of Microsoft’s products and services. Microsoft IT provides career growth opportunities, a rewarding and flexible work environment so you can better integrate professional and personal life. Unlike other IT organizations, Microsoft IT employees make global impact on thousands of customers and thousands of employees who use Microsoft software and services.
Do you have a passion for big Service Engineering challenges? Do you see scaling very large Enterprise Services systems used by Microsoft Consultants & Support Professionals?
You will work on services that have commitment to operate and improve the Enterprise systems that is the backbone of many of the consultants and services personnel tools. You will provide the technical leadership required to support the implementation, integration, and evolution of complex systems architectures that form the foundation of numerous projects within ES and across Microsoft.
Primary Job Functions include:
o Service Delivery System - Contributes to the design of a service delivery system by evaluating and recommending options for tools, hardware, and processes that enable the team to create a complete system that supports service delivery and meets KPIs.
o Service Design - advises on customer, business, and technical requirements. Uses expertise to design components of a service architecture, and operability and customer scenarios that meet compliance standards and KPIs, such as quality, cost, and customer expectation, Advises on and incorporates the team's standards and best practices into all designs to create high-performance, manageable services.
o Quality - Uses expertise to contribute to the design of process or technology solutions that identify and resolve platform, system, deployment and environmental issues prior to production release, and that ensure an on-time release with predictable high quality. Triages problems and uses problem management tools (such as root cause analysis, trend analysis, and postmortems) to discover and drive solutions across the service team.
Optimization - Actively contribute to the solution from planning through operate/optimize. Active partnership with engineering and Business management to translate business & technical requirements into service architecture to meet operability, compliance, and performance standards. Driving discussions and outcomes. Designs service delivery solution that defines tools, environment, processes, roles, and documentation that delivers manageable, supportable, performant, resilient, and compliant services that meet business KPIs. Identifies and resolves service issues prior to production release. Ensures use of solution best practices to increase team productivity. Clearly identifiable impact they had on the service and how the services is better because of their contributions.
Live site Focus - Uses data to assess service performance against expected KPIs. Drives visibility and ensures an appropriate response to impending/existing service issues. When issues arise, ensure they are dealt with effectively and learning from the incident is incorporated into engineering priorities and/or operational capabilities (tools, process, practices, etc.).
o Accountable for running the service and ensuring it is delivered per service agreements. Escalate major service decisions, improvements, issues and/or failures.
o Drive Compliance with Corporate IT and financial policies & guidelines, including (but not limited to) security, privacy, SOX, SDLC, offshore strategy and targets.
o Documenting and driving alignment on dependencies, success metrics, resource readiness, and operational, supportability, and manageability criteria; ensuring that the IT service is consistent with service-level requirements.
o Contribute to the service line strategy with responsibility for their aspect of the service portfolio. Audit service for performance and quality assurance
o End-to-end ownership. Clear about the business they support, the dependencies on others services/systems (network, environments, applications/services, etc.), outcomes expected, and how to measure. Establishes service KPIs that assess real time service quality prior to release and in production. Make sure the team is ready and able to support once moved into production (including documentation, KB articles, etc.).
Participate in other activities outside of job scope that contribute and create value for Microsoft.
Required Basic Qualifications:
Minimum of 7+ Service Engineering/IT Engineering Experience
Bachelor’s degree in related IT discipline / Computer Science Engineering
Strong knowledge of Microsoft’s core platform components (Windows Server, SQL, .NET suite & Cloud Technologies)
Excellent problem solving, negotiation, budgeting, and decision making skills required.
Requires excellent interpersonal, communications, and collaboration skills.
Requires considerable problem solving skills and advance knowledge of business management processes.
Must have understanding of software architectures, Microsoft products, and software lifecycle methodology.
Prefer MOF / ITIL training and certification.
Must also have superior drive for results, leadership, judgment, problem resolution, negotiation, budgeting, decision-making skills, & the ability to work under continual deadline pressure
Preferred Qualifications:
Master’s degree in related IT discipline
ITIL Foundations for Service Management v3
ITIL Expert
Microsoft Certified Solutions Associate (MCSA), preferred in SQL Server 2014
Microsoft Certified Solutions Expert (MCSE), preferred in Server Infrastructure
Microsoft Certified Solutions Expert (MCSE), preferred in Private Cloud
