Service Engineer IC4

Microsoft has an exciting opportunity for a Senior Service Operations Manager to join the international Azure Platform Operations Support team focused on operations support and integration between Sovereign and public clouds. Are you interested in learning and driving the growth of Azure cloud services at Microsoft? Are you looking for unlimited growth opportunities? Does creating, shaping, and growing a new kind of cloud from the ground up excite you? Do you have a passion for technology and an obsession for customers? Does strategic, global impact get you excited?

Microsoft is building Azure to be the world’s computer to tackle the hardest problems on the planet. Core to the success of this mission is that every customer, in every industry, can adopt Azure to further their mission. The Azure Platform Operations Team is at the centre of this mission, supporting hyperscale cloud services around the world to support the delivery of Sovereign clouds for some of our most complex regulated customers.

Azure is seeking a talented, highly motivated person to drive the operational model for the Sovereign cloud. This individual will work closely with stakeholders and Azure Global Leadership to drive the delivery of these clouds and interface with our customer needs. This position offers an unparalleled opportunity to build and leverage your strong understanding of Azure, Microsoft services and/or technical approaches to further develop and evolve the cloud operations strategy for Azure.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

• As a Service Operations Manager, you are an Individual Contributor (IC) who will be responsible for being an expert in how we build and operate sovereign clouds, work with stakeholders to understand their needs, help define the operational framework to ensure delivery of standard operations model across different sovereign clouds, support our partner Cloud Ownership Entities to improve their Azure Operations, and drive continuous improvement actions for Azure Operations.
• Operations Support: Design and support Incident management workflows across cloud boundaries without compromising security or efficiency. Escalate Incident/Problem management cases, complete post incident reviews and provide coordination between Azure Public and Sovereign Service teams.
• Operations Enablement: Provide Knowledge Management, Operations training, and leadership. Develop solutions to provide clear and concise monitoring and system management. Seek and drive opportunities to demonstrate continuous service improvement. Resolve issues with services, minimise customer impact, and document solutions that inform ongoing improvements and prevent the recurrence of similar issues.
• Operations Evolution: Lead on cloud excellence, driving alignment across all Sovereign Clouds to ensure continuing compliance and driving down operational costs. Validate use-case and scenario outcomes, and performance targets that are being achieved. Drive continuous quality improvements of the delivery.
• Creating relationships: Drive orchestration and integration efforts for the development and implementation process of multiple feature areas for large and complex cross-functional projects with internal teams and external partners.
• Partnering: Work with engineering teams to contribute, prioritise, and deliver on the roadmap for multiple feature areas. Partner closely with internal engineering teams to conduct root cause analyses, share end-to-end expertise in services, and to mitigate and resolve issues.
• Collaborates: Track, coordinate, and communicate end-to-end project schedules for multiple feature areas.
• Manages: The governance of programs and processes to ensure that specific performance requirements and standards are met throughout the development lifecycle.

• Required Qualifications: Bachelor’s Degree in Computer Science, Information Technology, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering OR equivalent experience. In-depth knowledge of the challenges of system and service management. Multiple years of hands-on experience in providing operations support to complex IT environments. Ability to build and influence broadly towards common goals and priorities. Recent experience working with Azure or equivalent hyperscale cloud technologies. Firm sense of accountability for end-to-end outcomes, with strong communication skills. Large distributed IT environments in an operational role.
• Preferred Qualifications: Expertise experience in problem solving and analysing distributed systems and critical production service environments. ITIL certification V3 or above. Experience in DevOps lifecycle. Experience in Kusto / data visualisation. PMP / Agile PM certification, or experience working in an agile project team is considered a plus.

This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.