Service Engineer 2, Applications and Services Engineering on the Skype product in Redmond, WA


TitleService Engineer
CategoryDevelopment (engineering)
LocationRedmond, WA
DivisionApplications and Services Engineering
ProductSkype
Date AddedMarch 27, 2015
Open Positions4

A Service Engineer in the Skype Business Services Operations team is critical to the success of the overall Skype For Business Online service by triaging and investigating incidents and monitoring alerts, working closely with product development engineering teams to drive improvements in the current service, and collaborating with feature teams to effectively implement new features and components or future service releases. The Service Engineer is successful by ensuring technologies are healthy and operating within design specs, dependent service architecture is available and properly functioning, and services are properly integrated and documented. Attention to detail and strong verbal and written communication skills are critical to the role. Adherence to high quality of documentation and detailed notation when troubleshooting incidents, including capturing of relevant key performance indicators and health metrics ensure accurate prioritization for service improvements and remediation activities. Each Service Engineer must work across various feature teams within Skype Business Services, and across dependent service teams at Microsoft, coordinating with service providers and partner service teams to deliver high quality, highly available, real-time communications to O365 customers.

A successful candidate will skillfully and efficiently drive the execution of incident remediation, troubleshooting and design improvements across the suite of features offered in Lync Online through O365. The candidate must be knowledgeable across a broad range of network technologies including routing, switching, network protocols and topologies, servers, and many other technologies found in large-scale cloud services. The candidate for this position must be an expert in one of the core areas that Lync Online is providing at this time: Lync Server 2013, MS SQL Server 2008 R2, Active Directory, DFS, Windows Networking essentials, Name resolution. The candidate will also be responsible for contributing to the development the next generation services for real time collaboration in O365. The candidate will need to work with software development and customer support teams in the company to successfully fulfill their obligations on the incident team.
This position offers a number of unique opportunities:
Influencing the direction of an operations team for a major service
Partnering with an Engineering team that is committed to the service (they are on-call too!)

Being on a team with the following core principles:
Horizontal scalability
Tested disaster plans
Breaking down barriers between Engineering and Ops
Ninja-fast MTTR
Automated deployments
Standardized hardware
Self-healing software
The 99th percentile customer experience

We are building a team of leaders and operations experts to deliver Skype For Business in the cloud.

As a Service Engineer, you will be responsible for all aspects of service delivery including availability, performance, reliability, capacity, and COGS reduction. Your daily duties may include driving and implementing service improvements, automating routine tasks and processes, incident/service/problem management, project ownership, and building solid relationships with the team and Engineering (Dev/Test/PM). You will participate in all areas of the service lifecycle to drive operational efficiencies and ensure production systems are engineered for high-availability and operational stability. You must be able to ramp up quickly in a fast-paced environment, be independent and self-motivated as well as technically curious, and always be looking for the next problem to solve!

Primary Responsibilities:
Strong technical execution and a passion to deliver the best customer experience!
Provide technical guidance and assist in planning to drive service improvements
Develop automation to drive efficient issue remediation
Troubleshoot escalations and execute on follow-up engineering issues
Effectively identify and communicate risks during daily triage
Provide detailed Standard Operating Procedures for downstream teams
Proactively work upstream to ensure the continuous availability of the service
Participate in on-call rotation

Qualifications
4+ years' experience as a Service Operations, Service Engineer or equivalent experience directly supporting Development and Quality in a product team environment.
Additional technologies which will be used in this position are:
o Windows administration (Windows 2008, 2012)
o MS SQL
o Lync 2013
o Powershell
o System Center (SCOM, SCCM, Orchestrator)
o Networking w/ TCP/IP v4 and v6

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.

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:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
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The Skype Reporting team is building a single telemetry dashboard to bring all services under one set of tools and reports. You will have the opportunity to design and built the reporting service from the ground up, interfacing with teams all around the world, and partnering with multiple services to deliver a consolidated Service Health Dashboard for all of Skype.
Being at the center of the Skype Reporting team will give you the opportunity to have a significant and highly visible impact on the reporting maturity of Skype services, and driving common practices throughout the organization. We work with many teams globally and have many opportunities for cross group collaboration.

About the role:
-The Skype Reporting Horizontal team is developing a single reporting service to bridge many disparate systems throughout legacy Skype datacenters, Azure properties, and Autopilot services.
-You will be working with a team of Service and Software Engineers responsible for the end to end design and development of data translators, reporting UI and integration with partner services. Setting standard for the quality of design, performance, and responsiveness, and working with partners across Skype will be significant part of this job.
-We are looking for a Software Engineer with, technical design, and coding skills. Experience building UX and passion for building reporting and BI services is a plus.

The ideal candidate will have the following skills and experiences:
-Experience owning and developing features end-to-end.
-Experience writing in C#, HTML5, and JavaScript (or desire to learn) is preferred.
-BA or BS in Computer Science or related discipline preferred.

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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Are you ready to make an impact on the future of Skype for Business (aka Lync Online) and Office 365? We are the high-performance Service Engineering / Operations team in the Skype Division at Microsoft. Service Operations in Skype is a group that drives deep insights back into core engineering.

Running a real-time communication service at scale has many technical challenges: we need to maintain at least 99.99% availability, grow capacity to keep up with new Office 365 customers, deliver new features much faster than ever before, and manage thousands of globally-distributed servers.

We have a great opportunity for you to join a technically passionate group comprised of highly motivated Engineers to deliver one of the fastest growing services in Microsoft. This role is responsible for application implementation of Lync Online (part of the office365 service suite) and core Windows roles such as Active Directory and DNS. This is an exciting and fast growing business as we are rapidly on-boarding new online customers and scaling our service.

You will be working closely with Lync Ops, GNS as well as Dev, PM and Test within the Skype team to deploy, configure and manage Lync servers and Lync infrastructure. This team also works closely with the other office365 services to run and launch next wave of Microsoft Online services.

Key Responsibilities:
-As a Service Engineer you will be responsible for quality implementation and configuration activities for the Skype for Business Service (SBS).

-The role involves administration of, but not limited to, a multi-regional Active Directory forests with DNS, SQL, and Network integration.

-You will have the opportunity to perform complex deployments of voice using VoIP technologies and integrate the system with partner networks outside of Microsoft.

-Success in this role will come from driving continuous improvements through automation via PowerShell, rigorous testing and ongoing technical feedback of bleeding edge products under development by Microsoft Product Engineers.

-Additionally you may be required to participate in 24x7 on-call rotation (once per quarter, 1wk primary, 1wk backup) while strengthening your troubleshooting and problem solving skills during live site incidents.

Requirements:
-3+ years of professional experience as a Site Reliability, Service, or Software Engineer BA/BS in Computer Science, Electrical/Computer Engineering, related degree, or equivalent work experience.

-Current/Relevant Certification such as MCSE and/or other related certifications.

-Strong Service Engineering & Operations skills with Microsoft server products required including and not limited to; Windows Server 2008 R2 / 2012 R2, Hyper-V, SQL 2008/2012, IIS 7.0 & Lync 2013, Skype.

-Strong understanding and proven working knowledge of Active Directory, DNS, XML, .Net Framework, Debugging, TCP/IP and deep understanding of OSI Model.

Candidate should have excellent working experience with scripting languages: PowerShell, C#, Perl, VBS, or ADSI) Experience implementing large scale data networks. Technologies include: F5, network routing, network ACLs.

General Traits:
-Self-motivated with high aspirations to drive continuous improvement Strong problem resolution, identification, judgment and decision making skills.

-Must effectively manage and prioritize multiple tasks in accordance with high level objectives/projects.

-Ability to read, interpret, and implement specs and engineering guidelines.

-Ability to communicate effectively with internal and external IT groups.

- Ability to analyze, interpret, and communicate complex errors using various tools resulting in applied fixes or product DCRs or bugs.

-Ability to document technical and non-technical processes for peer and other Team use.

-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 may require verification of US Citizenship to meet federal government security requirements.

-Fingerprint Background Check: This position may 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 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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Skype and Lync are for doing things together, whenever you're apart. We make it simple to share experiences - big or small - with the people that matter to you, wherever they are. Our technology lets people work with colleagues, hold a meeting, share stories, celebrate birthdays, learn a language - just about anything you need to do together every day. It's all made possible by the people who work here. And you could be one of them.

Lync Online in Office 365 powers Unified Communications for mission critical operations for the largest enterprises in the world. We're the fastest $1B business and part of the fastest growing product/service in Microsoft's history - Office 365. As a part of the Skype division at Microsoft, our goal is to be the daily communications provider for *billions* of people. We are building the largest consumer-to-business to business-to-consumer communications capability ever imagined. We are breaking down barriers to communication and redefining how people communicate at work, at home, anywhere, any time. We enable millions of conversations around the world each day, from the boardroom to the dining room, from small phone to big screens, and everything in between.

We are the High-performance Service Engineering team in the Skype Division at Microsoft. Service Engineering in Skype is a group that drives deep insights back into core engineering. Running a real-time communication service at scale has many technical challenges: we need to maintain at least 99.99% availability, grow capacity to keep up with new Office 365 customers, deliver new features much faster than ever before, and manage thousands of globally-distributed servers.

We have an opening for a Service Engineer. As a Service Engineer, you will work with program managers, software engineers, architects, operations engineers, and business owners throughout the entire software development lifecycle to design and build these massively scalable, highly reliable, geo-redundant real-time communication services and capabilities. You will help operations engineers build tools and automation. You will identify problems through data analysis and drive their remediation at the most appropriate place in service delivery and with the most appropriate tool at your disposal, whether it be process engineering, automation, or feedback into the product itself. You will learn about our services architecture and identify scalability bottlenecks, collaborating with multiple teams and disciplines to create truly horizontally-scalable and robust services. You will take and internalize deep accountability for the availability and reliability of your services.

Service Engineers come from a variety of backgrounds, but we particularly look for at least one of two backgrounds: either as a developer or as an operations engineer (preferably both). If you were a developer, you were the one on the team who got most excited by increasing the availability, reliability, scalability, and performance of your services-oriented architecture. You loved adding telemetry to your application so that you could investigate how your users interacted with and experienced your application. If you were an operations engineer, you were the one who was keen on automation, never wanting to do the same manual task twice. Efficiency wasn't the only reason for automation, and you could articulate those other reasons. When you isolated that issue in production to a bug, you didn't hand off the issue to the developers and dropped off the call. You stayed on; you continued to drive service restoration; and you worked with the developers reading the code, stack traces, and packet traces, contributing to reduction in the TTR.

Responsibilities:
Be accountable for building the vNext of the services capability by being a model builder and change agent
Lead without having a direct team, working with stakeholders within and across groups, and be the custodian of the service capability and quality
Work with the current services maturity model and develop ongoing action plans to align and close the gaps, continuously
Define KPIs and metrics that drive high performance and tangible results
Lead teams toward a common goal, performance and collaborate across the aisles to bring disparate processes and systems together

Qualifications:
7+ years of a combination of software engineer, service engineering, or service operations experience
Strong experience in a scripting language such as PowerShell, Python, or Perl
Knowledge of OOD and an OOP language such as C# or Java preferred
Knowledge in all-and subject matter expertise in at least two-of the following:
Building high-performance, highly available, reliable, distributed software & services
Designing systems and processes for running enterprise or consumer services at scale, drive cost & operational efficiency
Windows Administration, including OS internals and troubleshooting tools
SQL experience, preferably MS-SQL administration and design.
TCP/IP networking and network device configuration, including firewalls, routers, switches, and load balancers
Proven ability to collaborate across teams and across levels of management
Understanding of VOIP systems, telephony networks is desirable

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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