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Senior Service Operations(710854 -External) Job
Date: Mar 13, 2010
Location: Palo Alto, CA, US
Job Category: Operations
Location: United States, CA, Palo Alto
Job ID: 710854 11259
Division: Operations
Come drive Microsoft's evolving Premium Mobile Experience as part of the Microsoft Operation Center!
The Global Foundation Services (GFS) division within Microsoft enables and delivers online services for Microsoft. Delivery and support of massive, global infrastructure coupled with state of the art technology offerings are some of the key components of GFS.
The Microsoft Operations Center (MOC) enables Microsoft's Online Businesses to deliver highly scalable/available services based on World-Class Operations Centers. The MOC is accountable for the Service Operations processes as outlined in the ITIL framework. The MOC is evolving its presence in the Bay Area to manage multiple platforms, technologies and services to support the diverse businesses across Microsoft.
Our Operation Center in the Bay Area is looking for a Shift Lead/AOD - Senior Systems Engineer focused on incident management. The ideal candidate will have several years of experience building and troubleshooting large scale online services. The candidate will be empowered to lead multiple resources in the Ops Center to drive incident response and restoration across a number of mission critical services. Additionally, the candidate will be accountable for directly resolving problems, developing best practices in tools/process, and will be expected to effectively communicate complex issues to vendors, product groups and engineering teams. The candidate will join a high energy company and a team of very dedicated individuals.
Key Responsibilities include:
Ensuring the highest levels of service availability (Site-Up) by being the technical subject matter expert (hands on the keyboard) during the most complex incidents/outages related to Microsoft's online services.
Managing and resolving escalations related to real time performance of servers, network devices, and applications that underpin Microsoft's key online businesses.
Driving service enhancements and improving incident resolution rates/performance through partnerships with service owners, product groups, development teams, engineering, vendors, change management, and problem management.
Playing a key role in gathering requirements for the development of people, process and technologies in the Ops center to further the efficiency of the operation while maintaining the highest levels of quality.
Identifying automation with existing toolsets (i.e. scripting, etc.) to enable things like automated service recovery or improved monitoring solutions to drive down incident volume or time to restoration.
Championing the use of key processes to mitigate risk to Microsoft's online services (i.e. Change Management, Problem Management, Incident/Crisis Management). Reviewing and approving live site changes before implementation. Approving Classification, Escalation and Notification (CEN) documents that the OpsCenter resources will use to classify incidents.
Documenting troubleshooting guides and recovery procedures for service impacting that can be used by the OpsCenter resources
Required basic qualifications:
5 or more years experience in an operations organization.
Strong negotiation, communication and collaboration skills.
B.S. degree in CS, EE or equivalent experience.
ITIL Certification is preferred but not required.
Experience with formal change/release management processes a plus.
Ability to perform in high-stress, crisis situations. Able and willing to participate in a 24X7 shift model with shifts that can include off-hours and weekends.
Technical expertise required:
o Operating Systems (Solaris, Windows, Linux)
o Databases (SQL, Oracle)
o Network appliances (firewalls, load balancers, proxy/cache servers)
o Working knowledge of TCP/IP protocols and the OSI model
o Internet software platforms (web servers, application servers)
o Storage systems (NAS, SAN - HDS experience a plus)
Understand, create, and debug shell and Perl/CGI scripts
Location: United States, CA, Palo Alto
Job ID: 710854 11259
Division: Operations
Come drive Microsoft's evolving Premium Mobile Experience as part of the Microsoft Operation Center!
The Global Foundation Services (GFS) division within Microsoft enables and delivers online services for Microsoft. Delivery and support of massive, global infrastructure coupled with state of the art technology offerings are some of the key components of GFS.
The Microsoft Operations Center (MOC) enables Microsoft's Online Businesses to deliver highly scalable/available services based on World-Class Operations Centers. The MOC is accountable for the Service Operations processes as outlined in the ITIL framework. The MOC is evolving its presence in the Bay Area to manage multiple platforms, technologies and services to support the diverse businesses across Microsoft.
Our Operation Center in the Bay Area is looking for a Shift Lead/AOD - Senior Systems Engineer focused on incident management. The ideal candidate will have several years of experience building and troubleshooting large scale online services. The candidate will be empowered to lead multiple resources in the Ops Center to drive incident response and restoration across a number of mission critical services. Additionally, the candidate will be accountable for directly resolving problems, developing best practices in tools/process, and will be expected to effectively communicate complex issues to vendors, product groups and engineering teams. The candidate will join a high energy company and a team of very dedicated individuals.
Key Responsibilities include:
Ensuring the highest levels of service availability (Site-Up) by being the technical subject matter expert (hands on the keyboard) during the most complex incidents/outages related to Microsoft's online services.
Managing and resolving escalations related to real time performance of servers, network devices, and applications that underpin Microsoft's key online businesses.
Driving service enhancements and improving incident resolution rates/performance through partnerships with service owners, product groups, development teams, engineering, vendors, change management, and problem management.
Playing a key role in gathering requirements for the development of people, process and technologies in the Ops center to further the efficiency of the operation while maintaining the highest levels of quality.
Identifying automation with existing toolsets (i.e. scripting, etc.) to enable things like automated service recovery or improved monitoring solutions to drive down incident volume or time to restoration.
Championing the use of key processes to mitigate risk to Microsoft's online services (i.e. Change Management, Problem Management, Incident/Crisis Management). Reviewing and approving live site changes before implementation. Approving Classification, Escalation and Notification (CEN) documents that the OpsCenter resources will use to classify incidents.
Documenting troubleshooting guides and recovery procedures for service impacting that can be used by the OpsCenter resources
Required basic qualifications:
5 or more years experience in an operations organization.
Strong negotiation, communication and collaboration skills.
B.S. degree in CS, EE or equivalent experience.
ITIL Certification is preferred but not required.
Experience with formal change/release management processes a plus.
Ability to perform in high-stress, crisis situations. Able and willing to participate in a 24X7 shift model with shifts that can include off-hours and weekends.
Technical expertise required:
o Operating Systems (Solaris, Windows, Linux)
o Databases (SQL, Oracle)
o Network appliances (firewalls, load balancers, proxy/cache servers)
o Working knowledge of TCP/IP protocols and the OSI model
o Internet software platforms (web servers, application servers)
o Storage systems (NAS, SAN - HDS experience a plus)
Understand, create, and debug shell and Perl/CGI scripts
Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segments: Change Management, Database, Engineer
Apply now »
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