Senior Service Engineer
Location:
Remote
Posted:
November 24, 2017
Reference:
1079236
The Office 365 Customer Experience team is looking for an analytical, direct, and concise Service Engineer to manage and execute the delivery of migration technology testing and support for the FastTrack (FT) data migration team’s benefit.

The primary areas of impact for this will be in design, implementation and management of:

•Devops processes and technology to support continuous deployment and test

•Migration operations technical support processes and procedures

•Migration tools testing and quality management

•Migration technology triage & RCA management

•ISV tool technical support management

The role will lead other teams within Microsoft and manage vendors that make up the FastTrack migration support and test teams. Establishing, managing, and being accountable for delivering a program that leverages components of ITIL in a devops delivery model in addition to Microsoft methodologies and framework for software development will be critical in supporting this position. Design, implementation and management of ITSM processes to provide technical support for our customers and FT engineers in the use of our tools will be required to drive continual improvement in our technical solutions.

As the lead of this team there will be cross dependencies on the migration team’s operations, development, infra management, and PM team. As the FT Migration Service Engineer, you will be accountable for the above in the delivering the requirements coming from the FT development and Migration Operations teams; automating development, test and release processes to drive improvements in migration service delivery, reduce production issues and decrease time to resolution for issues that do arise. Most importantly, you will continually assess design, processes and implementation to ensure the highest security standards of Office 365.

The FT migration benefit currently covers Exchange, OneDrive for Business, and SharePoint data migrations and uses native and partner protocols and tools to deliver these migrations. Code developed by the FT migration dev team is broad in technology and includes Powershell, .NET, Azure, Web and Desktop solutions, SQL, PowerBI and Big Data. As such your ability to work across technology, platforms and organizations to deliver a common architecture for the devops automation will be critical. As mentioned this role will require mentoring, guiding, reviewing, and managing a vendor teams that will be providing development, test and support services.

Your specific responsibilities will include:

•Managing and leading the tools testing team – designing and implementing automated test processes and automation.

•Managing and leading the tools support team – design and implementing processes and technology to support users consuming tools from FT migration team.

•Measuring and reporting KPIs in both test and support.

•Driving innovation and improvement in test and support to achieve and exceed KPIs.

•Driving improvements in tools/processed through analysis of support cases and defects detected.

•Managing vendor resources providing test and support resources.

•Delivering and reviewing specifications.

•Ensuring FT migration tool releases meet security and functional requirements.

Your key business metrics will be:

•Reduction in the number of production defects in our tools and processes.

•Reduction in the time and cost involved in taking solutions from design to release.

•Achieving or exceeding SLAs for tools support and ticket response times.

•Utilizing best practices in developing secure coding procedures for automation.

•Delivering at budget.

Basic Qualifications:

•Minimum 10 years of proven success as an ITSM lead and/or test engineer lead in a large scale, online service.

Other Qualifications and Candidate Competencies:

•Strong knowledge of ITIL, ITSM and DevOps practices.

•Strong knowledge and experience with Visual Studio Online and Visual Studio Team Test.

•Proven experience in automating test and release processes.

•Proven success in leading and delivering through the support of others in execution.

•Strong knowledge of SDLC and ensuring test and release processes adhere to standards and best practices.

•Solid communication and collaboration with all areas of the team (PM, Dev, Test, Security, Ops).

•Strong spec writing and design skills and ability to lead/mentor other developers in this area.

•Ability to understand business impact and prioritize tasks, track work items and bug resolution.

•Willingness to keep current with various methodologies and adapt as business demands change.

•Proficient in VSO, VSTT, Automated Testing, Azure PaaS/IaaS services, C#, .Net, Exchange, Office 365, Powershell, Web Services.

•Strong problem-solving ability ranging from conceptualization to implementation.

•Influencing Others: the ability to move others across organizational boundaries to a desired business outcome when there is no clear “ownership” of an issue.

•Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity.

•This role will require occasional travel.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

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