IT/Ops Service Engineer - GFS 821415 Job
Microsoft - Quincy, WA

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Job Category: Operations
Location: Quincy, WA, US
Job ID: 821415-100456
Division: Online Services Division

Global Foundation Services is the team behind the cloud. GFS is responsible for delivering over 200 Microsoft web portals, Live and Online Services around the world including infrastructure, security and compliance, operations, globalization, and manageability. Our focus is on smart growth, high efficiency, and delivering a trusted experience to customers and partners worldwide. We are looking for a passionate, high energy individual to help deliver the Hosting Services that powers the world’s largest online businesses.

As an On-Site IT Operations Lead you will be part of the Data Center Solution’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 Solutions 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.

Roles & Responsibilities
As a Data Center Solutions, On-Site IT Operations Lead, 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 Data Center (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 datacenters. You will also provide ancillary support for enterprise class networking and storage infrastructures - all in a 24x7x365 environment.

The On-Site IT Operations Lead will help establish a customer experience strategy while working with the local site Data Center Management team, as well as local Operations, and Critical Environments teams.

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 Operations Lead. On-Site IT Operations Leads will organize and prioritize IT tasks and projects within their data center and globally.

On-Site IT Operations Leads 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. You will be expected to frequently draw on your depth of experience and expertise to offer solutions to complicated problems. Persons in this role may also have the opportunity to contribute to global processes, service design and development. On-Site IT Operations Leads will also be required to take on additional tasks 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!

Skills & Qualifications

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.

Experience Required - at least one of the three
o AS/AA 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
CompTIA Network+ and/or CCNA Certifications - Preferred
ITIL v3 Foundation and/or MOF Certifications - Preferred

Industry Experience & Skills
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 60+ lbs. 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 - Required
Experience with Critical Electrical/Mechanical Data Center 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

Candidates must be able to meet all federal government security screening requirements as indicated for this role. Federal security screening requirements call for applicant to verify U.S. Citizenship. Additional customer screening requirements may include additional items such as, but not limited to: specialized agency background checks (either national or local) and fingerprinting, as well as the ability to obtain a government personnel security clearance. All employees hired into roles supporting Cloud Offerings will also be required to pass Microsoft background checks prior to the start of employment and every two years thereafter.

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


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