SENIOR SERVICE OPERATIONS

Job Category: Technical Service and IT
Location: Redmond, WA, US
Job ID: 839648-114221
Division: IT

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.

The Diagnostics & Debug Escalation Engineer is a technical subject matter expert who will have the opportunity to solve technically complex problems for MSIT's production server environment. As a member of the Core OS Platform team, you will have exposure to a broad range of issues in the on premise cloud compute space and influence over a broad range of IT projects at enterprise scale. Your technical acumen and relationship skills are critical to the success of the customer's perception of value to the IT support services business.

At User Experience IT within the Server Platform Operations team, the individual engineer will have the opportunity to support large scale high - availability production platforms built on Server 2008 R2 & 2012 Hypervisor and high availability clustering technologies. The Engineer will be responsible for responding to resolving individual deep and complex cases from Incident escalations, escalations from planned-change and also work on thematic problem resolution cases for issues related to Microsoft IT's global datacenter footprint. This involves supporting physical servers, virtual Servers and Hyper-V Hosts. In addition the role involves collaborating with OS, SQL and Application layer service owners that run layered services on top of the core operating system.

Core OS Support Engineering.
You will use advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. You also have the opportunity to assist in the growth of other Engineers in the team through mentoring, training scenarios and collaboration during problem solving. You will have opportunity to create tools and automation where possible to solve horizontal issues when possible. We'll provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts in the IT engineering and Product Teams.

Key Responsibilities:
As a Support Engineer you will respond to inbound escalations for Core OS, Clustering and Server technology issues.
Investigate, diagnose and/or debug failures using well - known tools to solve Server runtime failures.
Analyze crash dumps, perform memory and resource leak diagnosis.
Perform network sniffs and performance analysis when needed.
Analyze co-dependent issues with OS & SQL or OS and App layers such as NET or IIS.
Write TSGs for solutions found.
Train Tier 3 or build engineers when needed on OS issues.
Participate and collaborate in Beta release programs and deployments for v-next OS support.

It's your chance to:
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Exhibit leadership through personal responsibility, accountability and teamwork.
Act as a technical focal point in cooperative relationships with other companies.
Manage crisis situations that may involve technically challenging issues and diverse audiences.
Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Travel within the US and internationally may be available.
Earn certifications as an MCSE, MCSD or MCPD. Microsoft will facilitate this opportunity through company provided resources and testing centers (required within one year of employment).

Basic Qualifications:
Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.
Minimum Five years of industry experience with Windows Server products and technologies
Minimum 5 years of strong coding and Scripting experience
Preferred Qualifications
Strong knowledge of Microsoft® Windows Server 2008 R2, Server 2012, SQL Server 2005, 2008 & 2012
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Strong programming language skills - C, C ++ or C# or other languages; Assembler and Scripting language capability
Desired background in Technical Training. Education Bachelor's Degree in Comp. Science, Comp. Info. Sys. Math,

Microsoft is an equal opportunity employer and supports workforce diversity.

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