Service Operations II - Office 365 Job
Microsoft - Redmond, WA

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Job Category: Operations

Location: Redmond, WA, US

Job ID: 815660-96599

Division: Microsoft Office Division

The Microsoft Exchange Online Team is looking for an experienced and passionate Incident Response Lead to manage one of shifts on a 24x7 vendor-sourced operations team. The ideal candidate will have a strong technical background and a distinct ability to coordinate a team of technical engineers.

This position requires strong communication skills, a keen sense of urgency around availability, and an unwavering sense of integrity. Candidates must function well in a distributed team environment. Candidates need to be organized with a proven ability to make the correct decisions under pressure, have a strong ability to self-manage deliverables, and produce timely and effective communications.

Job Responsibilities:
Participate in the 24x7 shift rotation which will require overnight work depending on the shift.

Effectively manage a shift of 14+ vendors across multiple sites supporting the O365 Exchange environments

Provide strategic technical guidance to meet availability and uptime requirements for services

Drive day to day operations ensuring SLA’s and customer service is not impacted.

Delegate and prioritize day to day tasks.

Demonstrated the ability to ensure consistent and proper communications, process, procedures, and documentation.

Ensure quality forensic data is gathered for system engineers and third party partners.

Drive automation of routine tasks to engineering and drive process improvement within the team.

Skills /Knowledge:
Technical understanding of Exchange 2007, Exchange 2010, Active Directory and Networking

Strong analytical skills and the ability to take ownership and drive a service impacting incident to resolution

Experience maintaining vendor relationships and reporting on performance

Demonstrated ability to multitask and drive multiple technical issues to resolution simultaneously

Strong ability to troubleshoot

Overall clear understanding of operations and change management.

Strong knowledge of large scale server deployment and management.

Strong experience with SCOM and internal monitoring tools as well as external synthetic monitoring tools is a plus

Experience / Qualifications:
2 Year+ experience in running 24x7 mission critical, enterprise systems.

2 Year+ experience managing or technical lead of a vendor team of more than 5 people preferred

4 Year degree in Computer Science or equivalent work experience in relationship to systems development, network operations, software support and/or I.T. consulting.

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 O365 Offerings will also be required to pass Microsoft background checks prior to the start of employment and annually thereafter.

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