Service Engineer at Microsoft

Overview

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Service Engineer, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform.

Our infrastructure is comprised of a large global portfolio of more than 100 Datacenters and 1 million servers. Our foundation is built upon and managed by a team of subject matter experts working to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide. With environmental sustainability and optimization at the forefront of our Datacenter design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Be at the forefront of the action in CO+I as part of our Datacenter Integration Services (DCIS) team. The Datacenter Integration Services (DCIS) team supports Microsoft’s global Datacenter operations, deployments, and maintenance of the physical Cloud services infrastructure.  Our team is responsible for designing, building, and supporting services, tools, and processes to enable day-to-day deployment and break/fix activities partnering with the larger Microsoft Cloud Operations & Innovation and Cloud Hardware Engineering organizations. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Qualifications

Required Qualifications:

• IT Operations and Services Management experience with enterprise scale diagnostics tooling, ticketing systems, and process optimization supporting Incident and Problem Management services against defined Service and Operations Level Agreements.
• Extensive experience operating in mission-critical 24x7x365 production environment.
• Proficient knowledge of Enterprise IT infrastructure and equipment (examples: datacenter racks and enclosures, main and intermediate distribution frame network designs, structured cabling, secure environments, servers, networking, storage, SANs, and rack power solutions).
• Possess skills necessary to sanitize, transform, and present structured data using common tools, including but not limited to: Power BI, Tableau, Excel, and Kusto or other large data analytics platforms.
• Ability to prioritize and manage concurrent technically challenging projects in a dynamic high-pressure environment.
• Passion to work in a diverse and inclusive environment.
• Requires English language fluency (verbal and written), multilingual preferred.

Preferred Qualifications:

• Bachelor's Degree in information technology (IT), Computer Science, or related field (e.g., Electrical Engineering).
• Experience working in AI & machine learning computing environments and technologies including CPUs, FPGAs, ASICS, memory, RDMA, high-speed interconnects like InfiniBand, deep learning & data mining common frameworks and techniques, and multiple types of distributed computing systems.
• Proficiency with one or more general purpose programming languages and/or scripting languages – C++, C#, Java, PowerShell, Python, JavaScript.
• Experience using NVIDIA GPU software tools, (NVIDIA SMI, NVIDIA Field Diagnostics, NVIDIA Data Center GPU Manager) to perform GPU Debug referencing Xid and SXid errors.
• Familiarity with datacenter critical environment concepts (examples: electrical distribution and mechanical cooling systems).
• Knowledge of engineering methodologies such as agile development and sprint planning.

Describe the ideal candidate (optional)

• Demonstrable track record of improving workflow processes, increasing efficiency, and reporting on critical processes.
• Able to speak to practical examples of performance metrics and the development of objectives and key results.
• Comfortable in conversation dealing with datacenter IT topics covering deployment and break fix operations.
• Able to monitor service usage and trends, tracking and understanding root-cause analysis on live-site incidents.
• Contributes to service supportability through the creation and management of related documentation (e.g., troubleshooting guidelines, best practices, Yammer).
• Establishes clarity of the root problem and how it relates with previously seen trends with the service.
• Works with minimal guidance to ensure alignment between the engineering groups, the customer, and the goals and strategy of Microsoft.
• Excellent analytical and problem-solving skills, leveraging ability to analyze complex problems, and determine the best course of action and drive for a permanent resolution.
• Collaborates to form hypotheses, perform experiments, and iterate to drive improvement in specific performance metrics.
• Ability to successfully influence without authority and manage efforts through relationships.
• Ability to inspire leadership and trust across teams and organizations.
• Ability to promote a collaborative environment and bring a positive attitude to difficult situations.

Candidates must meet Microsoft, customer and government security background screening requirements for this role. These requirements currently include, but may change, and are not limited to:

• Microsoft Cloud Screen Background Check: This position will be required to pass the Microsoft Cloud Screen background check upon hire/transfer and every two years after that while in this role.

Responsibilities

• Drive standardization, consistency, and quality across Microsoft’s worldwide Datacenter portfolio.
• Manage risks delivering highly available and efficient services and operations with measurable results.
• Support production Datacenter IT process escalations emphasizing rapid mitigation of incidents and solving trending problems.
• Own deep-dive problem analysis for root causes, as well as defining and driving the identified repair actions and solutions with peer and partner teams.
• Contribute to the creation of new tools and automation, that integrate data from various systems, to improve analytics and reduce the need for repeated manual mitigations.
• Develop standard procedures for Datacenter operations that enable authoring of Knowledge Base Articles, Technical Service Guides, and Service Manuals.
• Provide insight and report on the highest impact issues in Engineering forums and ensure delivery of efficient customer solutions.
• Collaborate, communicate, present, and negotiate effectively across groups of various levels and disciplines including leaders, engineers, suppliers, partners, technicians, customers, etc.
• Sanitize, transform, and present structured data using common tools, including but not limited to Power BI, Tableau, Kusto, and Excel.
• Deliver results amidst ambiguous and changing business requirements by demonstrating a self-driven work ethic in our dynamic and high-pressure environment.
• Mentor field operations personnel and peer service engineers on processes and best practices, contributing to overall team impact and performance.
• Learn, live, and coach “One Microsoft” culture and values. Lead through change by bringing clarity, generating energy, and delivering success.