Microsoft Corporation SMC Engineer - Messaging in Rome, Italy
Are you ready to join Microsoft's key engineering team to enable the success of Microsoft solutions in our most important customers? If you have reached that point in your career where you are craving to expand and grow your sphere of influence but opportunities are limited, if you are stuck in a technical silo and longing to free yourself, this might be your chance.
The Support for Mission Critical ( SMC - previously known as PMC ) Delivery Team Unit (DTU) is a team with a diversified skill set dedicated to deliver an end to end support experience to our top tier customers using Microsoft technology to build true Mission Critical applications to run their business. The Mission Critical customers are usually very technically savvy and have good expertise in the Microsoft technologies they use. SMC customers usually are blue chip stockmarket institutions, e.g. oil companies, world banking backbones and large government entities.
The role offers flexibility to work from home (except when travel for work needed and meetings where onsite or presence at work is preferred)
Act as the customer lead for Proactive and reactive service delivery for SMC accounts Responsible for creating SMC lifecycle technical documentations, and custom IP and education sessions for the customers.
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, TAMs, DSEs and account executive management. Maintain strong relationships with customer contacts to ensure high customer satisfaction
Work on technically complex advisory and reactive issues about Microsoft software products and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer handling skills.
Analyze trends and mitigate customer pains. This may involve writing sample code or new IP development type of work Manage crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24X7 on-call rotation model.
Available to travel within UK and Western Europe countries for assigned SMC customer accounts to conduct SMC lifecycle related assessments and reviews, to ensure timely delivery (up to 20%).
Share lessons learned with customers, engineers and TAMs, and defines mitigation strategies to ensure customer solutions run efficiently Collaborate with other technical teams (EE, PFE, TAMs, Dev. & MCS architect) at Microsoft to deliver product and solution level support
Working in a team environment to collaborate and/or lead efforts from resolving customer issues to helping define long term strategic goals. Daily interaction with other engineers to provide technical action plans for, or take ownership of challenging issues.
Close collaboration with other technical teams (EE, SEE, Dev. etc..) at Microsoft to deliver solutions to customer issues. Potential to work directly with the product group development teams to obtain product design information or isolate both bug and non-bug related issues.
Ability to use debug skills and source code access to troubleshoot and isolate problems to a component level.
Create technical content including Knowledge Base articles, whitepapers, training documents, etc.
Demonstrated leadership skills and strong communication and interpersonal skills.
Develop and execute a self-improvement plan on an ongoing basis to meet changing job expectations within acceptable business timeframes.
5+ years of industry experience with Microsoft Server products and extensive experience with Exchange Server 2013/2016 on-premises/hybrid scenarios and Office 365 (including migration scenarios) as well as good understanding of related technologies (e.g Active Directory, Networking, IIS, .Net etc…)
Skype for Business/Lync/OCS intermediate or advanced level experience will be a plus.
Experience with supporting, planning, design and implementation of migration scenarios from on-premises to hybrid/online for Exchange environments.
A good knowledge of working of Exchange with 3rd party applications such as 3rd party Load Balancers, Firewalls, Antivirus and antispam and virtualization solutions
Must have thorough knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture) and ability to traverse through source code
Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs; may involve writing sample code
Solid understanding of client/server, networking, and Internet technologies fundamentals.
Deep PowerShell scripting knowledge and experience
Understanding of n-tier solutions
Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.