ron 0 Report post Posted January 10, 2009 Saya advertised on behalf of my friendQUOTEThe Role:This is an opportunity to be part of Software + Services in a global support role. As part of Windows Live Global Support (WLGS), Global Escalation Management has an open Operations Engineer position to provide global escalation support and availability management as the interface between support and operations (GFS) for consumers, vendor agents, and partners. This highly critical position requires on-going interaction with all parts of the online services business as well as internal and external customers and partners of Microsoft. Designation: Operations EngineerResponsibilities:• Demonstrate the ability to manage a broad range of issues and critical situations.• Triage issues through impact assessment and initial investigation.• Determine the priority of escalations received and ensure it is handled within the given SLA.• Troubleshoot and/or escalate issue until resolution.• Collaborate effectively with various Microsoft groups to drive resolution.• Ensure appropriate communications are sent out on outages/maintenances to all stakeholders in a timely manner. • Coordinate on-boarding for support of new tools, premier partners, processes and businesses.• Take an active role in challenging and suggesting enhancements on existing processes and workflows.• Handle Level 3 queue escalations for a wide range of products within given SLA.• Guarantee quick and efficient support for Contravention (NCMEC) related escalations.• Utilize effective verbal/written skills to communicate with premier partners, vendors, service operations center and various Microsoft groups via electronic correspondence or telephone.• Participate in 24x7 support coverage schedule providing timely, reliable and high-quality response. • Work independently with limited supervision. • May provide technical training, coaching and mentoring to other engineers. • Act as substantial technical resource Microsoft EDU software products.• Driving Continuous improvement related to the Availability and Reliability of the Service.• Facilitate Major Incident Reviews (MIR) and associated follow up.• Required to provide weekend support coverage and occasional after hour support.Candidates Profile:• At least 4 years of Technical Support experience (preferably experience in a Tier 2 or 3 role).• Programming and debugging skills preferred. Associate degree in a technical field preferred, or an equivalent combination of education and experience required.• Certifications relating ITIL, MCSE, and MOF desired.• Able to display a high degree of organization and be able to prioritize tasks effectively.• Ability to develop comprehensive problem/resolution/Post-Mortem descriptions.• Accurate and logical problem solving abilities, troubleshooting abilities required.• Strong Operational/Coordination skills/experience required. • Proficiency with Microsoft Office with strengths in Outlook, Word, Excel and PowerPoint etc.• Experience with Customer Resolution Ticketing systems/User Account Administration.• Must have sufficient technical depth to communicate with development and other internal organizations at a peer level. • Able to create and follow documented process.• Knowledge of TCP/IP/Networking/Infrastructure/Firewall/Anti-Spam technology etc.• Strong working knowledge of Internet Protocols, networking, mail delivery systems, DNS, SMTP, mail applications, etc required (relevant certifications preferred).1. Know the Different Types of DNS Records and what they are used for.1. MX, CNAME, TXT, SRV2. IP Routing and management1. Know and use Trace Route, PING2. Describe the function of a router3. Describe how data flows3. Networking1. General Internet concepts1. Mail handling2. How a browser functions4. Certificate knowledge, troubleshootingCritical Exposure areas & Technical Specifications:• Solid understanding of standard computer science concepts, personal computer architecture and networking required. • Understanding of core concepts behind ITIL/MOF.• Must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.• Strong communication, problem solving and technical writing skills; excellent customer service and support skills required.- Work place - KLCC- Closing date for application submission: 15th Jan 2009- These are contract roles, renewed yearly- Reporting to Jeny Alex (at Level 30) & Mike Moses (US)- 4 day work week, 10 hours p/dayCepat2 sebelum terlambat Quote Share this post Link to post Share on other sites
cade 0 Report post Posted January 15, 2009 camner lak nk apply bebcamner lak nk apply beb Quote Share this post Link to post Share on other sites
