Company : Microsoft Corporation
Location : Hyderabad
Business Need:
This position is for Microsoft IT Production Support team which supports the applications and systems of ExD ICOE (see detailed description below).
Core Elements of the Job:
We are looking for a senior level operations engineer / Service Architect who would be maintaining the complex, mission and business critical systems of ICOE Gateway.
ICOE Gateway is the integration solution which Integrates Internal Line of business applications (LOB) to external worldwide customers of Microsoft for the EDI data exchanges. Transactions of Integration gateway include highly Revenue/Business Critical data which has direct impact on Microsoft Revenue.
The successful candidate will provide world-class support of the BizTalk and EDI infrastructure applications in the Integration Center of Excellence. Support services include technical troubleshooting and root cause problem analysis, customer relations and tracking using specified tools. Candidate would help coordinate and participate in activities associated with Service Operations and Service Architecture. Oversee the definition and documentation of troubleshooting procedures and support training for Service Desk and Level 2 support teams. Act as operations representative participating in projects following the systems development life cycle and assist in the process improvement following Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL) guidelines.
and drives support to established service levels and facilitates effective utilization of the systems.
Unique Job Responsibilities:
· Demonstrated ability to perform complex problem solving, determination of root cause and resolution of application-related issues
· Proven ability to work with multiple teams and influence them as the situation demands
· Provide assistance to customers resolving and tracking complex integration issues with production applications
· Mentor the members of the B2B Gateway team for the career progression and help on technical/non technical expertise’s.
· Work to meet or exceed service level agreements for all incidents
· Provide input to manager that will help streamline and improve consistency in service levels
Assist the Service Desk in providing effective and professional support for the assigned application(s) via regular training sessions and timely creation/regular review of the Knowledge Base articles for the Service Desk.
· Provide suggestions for both technical and process improvement focused on world-wide application availability and support quality
· Proactively monitor production applications and determine through analysis future scale and infrastructure requirements to meet forecast capacities
· Maintain disaster recovery systems and refresh documentation as needed and participate in Backup/Recovery exercises
· Participate in BizTalk TAP program and to help drive MSIT required functionality into the new releases of the product
· Work with the Project teams for the assigned applications during the in-cycle (bug fixes) and the out-of-cycle (new releases) application changes
· Represent application support requirements as per the SDLC process
· This role is responsible for implementing operational strategy working with Production Manager to complement the overall business and IT strategies. This role also requires partnering with work group members, project teams, program management, and customer groups in implementing and driving the system and process improvements.
Skills/Knowledge:
Sound troubleshooting skills, especially when dealing with complex and ambiguous issues. The candidate must have the ability to find the root cause of problems using a variety of the methodologies ranging from knowledge base research to consulting resources which may be more familiar with the technology including engaging PSS for critical support issues. And have the ability to choose the appropriate methodology based on the incident complexity and priority. The candidate must have a demonstrated ability to articulate complex technical concepts to either a business or technical audience in a clear concise fashion. The candidate must be somewhat familiar with electronic data interchange and integration applications and posses the understanding and experience of supporting multi-tiered applications.
Qualifications:
8-12 years of experience providing level 2 or 3 production support for enterprise class applications
Expert level knowledge of BizTalk (preferably Microsoft Certified) including experience supporting the application in a production environment
Sound understanding of Microsoft SQL Server 2000/2005
Sound understanding of Microsoft Windows 2003 Server operating system, IIS6/7
Ability to create, to review, and maintain the application support
Excellent team-player, willing to share knowledge and experience
5+ years of experience in the following core technical disciplines:
Electronic Data Interchange (EDI)
Understand basic EDI principles of business messaging
Basic knowledge of published standards (ANSIX12 , EDIFACT, etc.)
Basic understanding of transport protocols like VANs, HTTP/S, AS2 etc.
BizTalk Server
installing and deploying the BizTalk application
Building and Deploying assemblies
Troubleshooting using HAT, Orch. Debugger, Event logs etc.
SQL Server
Administration, Backup and Restore
T-SQL stored procedure analysis/troubleshooting
Replication and log shipping
A 4 Year college degree is preferred
Experience in any of the following optional technical disciplines is beneficial, but not required:
Network Administration
Microsoft Operations Manager
SQL Performance tuning
Development - ASP, C#, XML, .NET, etc.
Microsoft Operations Framework
Information Technology Infrastructure Library (ITIL) guidelines
Gentran Server 5.1
Templar
