IT/OPS SERVICE ENGINEER, Cloud and Enterprise Engineering in Des Moines, IA


TitleIT/OPS SERVICE ENGINEER
CategoryOperations
LocationDes Moines, IA
DivisionCloud and Enterprise Engineering
Date AddedJanuary 16, 2015
Open Positions1

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Fingerprint Background Check: This position will be required to pass a customer required Fingerprint Background Check.

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft Cloud Infrastructure and Operations is the engine that powers Microsoft's cloud services. The team is responsible for designing, building and operating our unified global datacenters; managing the demand planning and capacity utilization of our unified infrastructure; and responsible for all of the operations needed to run the physical infrastructure (including supply chain, hardware, power, security, and workflow teams). We focus on smart growth with an emphasis on automation, data driven engineering, cost-effectiveness and environmental sustainability.

We deliver the core infrastructure and foundational technologies for Microsoft's over 200 online businesses including Bing, MSN, Office 365, Xbox Live, Skype, OneDrive and the Microsoft Azure platform. Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers. Our portfolio is built and managed by a team of subject matter experts working 24x7x365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

Role Purpose:
As an On-Site IT/Ops Service Engineer you will be part of the Data Center Service's (DCS) Hosting Services Delivery Team. The team consists of highly skilled members who ensure the successful delivery of best-in-class hosting services to Microsoft's product groups; such as Bing, Azure, Hotmail, O365, and Microsoft's corporate infrastructures. As a member of this team you will be responsible for implementing standard operating processes and leading teams of Operations Analysts to implement those processes. Additionally, you will audit and monitor the Operations Analysts efficiency against Service Level Agreements (SLA) and customer expectations, helping guide & improve their skill-sets to drive service delivery. You may also be tasked with performing/managing special DC infrastructure projects, contributing to global process development, and/or assisting with service design. You will represent Data Center Services during technical escalations occurring in your respective site. Persons in this role will be responsible for the coordination and communication of activity among site teams, management teams, and customers, during challenging & broad high-pressure scenarios.

Key Responsibilities:
As a Data Center Services - IT/Ops Service Engineer, you will have the opportunity to guide a team supporting Microsoft's key services, such as Bing, Azure, Hotmail, O365, and other Microsoft corporate infrastructures within a Microsoft Production Enterprise Datacenter (DC). You will be responsible for providing information technology (IT) services and leadership. This role will primarily support OS, server hardware, and DC infrastructures in enterprise datacenteres. You will also provide ancillary support for enterprise class networking and storage infrastructures - all in a 24x7x365 environment. (Off-shift, non-business hours activity is *extremely* likely to be required in this role to some extent)

The IT/Ops Service Engineers will be *directly* responsible and accountable for delivery of established services against Service Level Agreements (SLA) for their designated shift(s). This includes accountability to assist Asset Management/Logistics teams and Critical Environments/Facility Teams.

IT/Ops Service Engineers will organize and prioritize IT tasks and projects within their Datacenter and globally.

The IT/Ops Service Engineer will be working directly on requests and engagements ~ 35% of the time, while directing a team of Operations Analysts performing similar direct tasks ~65% of the time.

The IT/Ops Service Engineer will help establish a customer experience strategy while working directly with (or in support of) the local site Datacentere Management team, Asset Management/Logistics teams, Critical Environments/Facility Teams, as well as local IT Operations. Furthermore, the IT/Ops Service Engineer will work with local and global teams to expand and build this strategy via global and regional forums.

IT/Ops Service Engineers will be directly responsible for solutions and escalation handling of complex technical issues including (but not limited to) Server Storage, Server Hardware, Windows Server Operating System, Networking, and related infrastructure issues to deliver a positive customer experience.

Managing the IT Operations team and resources in your site and leveraging a solid understanding of troubleshooting techniques (or technical abilities) will be vital to your success. High levels of professionalism, communication, coordination and customer service principles are essential for the IT/Ops Service Engineer.

IT/Ops Service Engineers will be accountable for benchmarks, baselines, and improvements to team efficiency over time.

IT/Ops Service Engineers will have the opportunity to grow and share technical expertise via mentoring and training of other Leads and Analysts and guiding less experienced team members.

Along with these responsibilities, IT/Ops Service Engineers may need to interface with established vendor management representatives regarding team member performance and/or vendor delivery to SOW(s).

Persons in this role may also be expected to contribute to global processes, service design and development.

IT/Ops Service Engineers will also be required to take on additional tasks to assist with global initiatives as assigned.

With our mission being: "DCS is Microsoft's DC Provider of Choice" you will work with individuals and teams of various disciplines across the IT and CE services spectrum. Excellent customer service, interpersonal awareness, and communication skills will be pivotal in bringing your technical and leadership abilities to life, while supporting Microsoft's future success!

Knowledge, Skills and Experience:
Please note: Applicants from *ANY* source or location are required to fulfill the below listed experiences or accreditations noted as "REQUIRED"

Certifications and Accreditations:
REQUIRED - (at least one of the three):
o CompTIA Server+ Certification
o or Hardware Certification - HP APS in ProLiant
o or CompTIA A+
REQUIRED - (at least one of the three):
o BS/BA in Computer Science, Math, Telecommunications or equivalent education
o Microsoft MCSA 2003, 2008, or 2012
o 4 in any combination of MCP/MCTS and CompTIA 2003, 2008, 2012 certifications
Preferred - CompTIA Network+ and/or CCNA Certifications
Preferred - ITIL v3 Foundation and/or MOF Certifications

Industry Experience & Skills:
REQUIRED - 2+years of experience in production or pre-production IT environments
REQUIRED - Leadership and effective coordination capability to deliver upon Statements of Work
REQUIRED - Ability to communicate technical and business problems in a non-technical manner
REQUIRED - Strong written, verbal, and interpersonal communication skills
REQUIRED - Ability to coordinate and host conference calls and escalation bridges with internal customers and senior management
REQUIRED - Proficiency with MS Office Applications
REQUIRED - Ability to lift 25+ kg above waist level without assistance
REQUIRED - Ability to effectively prioritize and execute tasks in a dynamic and high-pressure environment
REQUIRED - Flexibility to work off-shifts as requested or dictated by the flow of business
REQUIRED - Strong understanding of Ticketing or Workflow Management Systems and Tools
REQUIRED - Strong understanding of Configuration Management Tools and Information
REQUIRED - Experience in vendor management, ability to manage and monitor progress to ensure objectives are achieved for outsourced maintenance and projects.
REQUIRED - Proven ability to balance competing demands for resources and adapt to changing priorities.
REQUIRED - Proven ability to deliver tasks on-time and adherence to deadlines.
REQUIRED - Proven ability to apply clear critical thinking in complex, stressful situations.
REQUIRED - Strong experience managing escalation and emergency issues.
Preferred - Experience with Critical Electrical/Mechanical Datacenter technologies
Preferred - Familiarity with Project Management principles
Preferred - Programming or scripting capability with Microsoft technologies (Powershell, Perl, SQL, etc.)
Preferred - Strong experience with Health and Safety Risk Assessments and Control Measures
Preferred - Multi-Lingual: Proficient in communications in English and a second language, both in speech and written communications.

Competencies:
Must be able to both operate as a member of a larger global team while fostering a culture of teamwork for his/her respective local team.
Requires excellent inter-personal, communication and presentation skills.
Proven track record of both internal and external vendor management in maintenance based contracts.
Proven track record in process and procedure development and execution.
Proven success and experience in recruiting, promoting, training, disciplinary actions, and other basic management functions.
Demonstrated ability to lead a team to deliver against Company/Group Vision and Strategic Initiatives.
Lead and provide direction to his/her team specific to delivering services in a dynamic hosting environment.

Key Selling Points of the Role or Group:
1. Opportunity to directly work with (hands-on) cutting edge IT Technology, Servers, Devices, and Infrastructure
2. MCIO is a large Global Operations Team, growing rapidly - Therefore, offering significant opportunity for career growth and development.

Microsoft is an Equal Opportunity Employer (EOE) and strongly supports diversity in the work place.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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