Job Category:Operations Location:Beijing, CN Job ID:822811-101475 Division:Online Services Division Title: IT/OPS SERVICE ENGINEER Project: MS Data Center Services Team: Global Foundation Services Location: Beijing/Shanghai 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... Job Category:Operations
Location:Beijing, CN
Job ID:822811-101475
Division:Online Services Division

Title: IT/OPS SERVICE ENGINEER
Project: MS Data Center Services
Team: Global Foundation Services
Location: Beijing/Shanghai

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 Service Engineer 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 Services 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.
Role & Responsibility
As a Data Center Services, On-Site IT Operations Service Engineer, 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 Service Engineer 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 Service Engineer. On-Site IT Operations Service Engineers will organize and prioritize IT tasks and projects within their data center and globally.

On-Site IT Operations Service Engineers will have the opportunity to grow and share technical expertise via mentoring and training of other Engineers and Analysts and guiding less experienced team members. You will be expected to frequently draw on your depth of expereince 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 Service Engineers 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 & Qualificactions
.Bilingual in English and Chinese, written and oral.
.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
Certifications and Accreditations
.CompTIA Server+ Certification - Required
.MCITP (2008)/MCSE (2003) or MCSA (2003/2008) Certification in Windows Technologies - Required
.Hardware Certification - HP APS in ProLiant - Required
.CompTIA Network+ and/or CCNA Certifications - Preferred
.BS/BA in Computer Science, Math, Telecommunications or equivalent education - Preferred
.ITIL v3 Foundation and/or MOF Certifications - Preferred

Industry Experience & Skills
.2 to 4 years of experience in production or pre-production IT environments - Required
.4 to 5 years of experience in customer service roles or similar functions - 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

Microsoft is an equal opportunity employer and supports workforce diversity.


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