Senior Technical Support Engineering
Microsoft
Technical Support Engineering
Hyderabad, Telangana, India
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Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
CSS supports the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster and more securely every day. CSS employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.
We have exciting opportunities for you to innovate, influence, transform, inspire and grow within our organization and we encourage you to apply to learn more!
This role is flexible in that you can work up to 50% from home.
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.
Qualifications
Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
• 5+ years of Basis experience
• 5+ years of SAP System Performance tuning, root cause analysis and resolution
• 5+years of HANA Administration experience
• 5+ years of experience running SAP on Azure (Shared Disks, Backups, etc.)
• 4+ years of experience Operating Systems (OS) Skills: technical knowledge on at least one of the following – Windows, Linux (SLES (SUSE Linux Enterprise Server), RHEL(Red Hat Enterprise Linux)), UNIX. Knowledge should include performance analysis and debugging. Knowledge of HA/DR technologies, including design and implementation of Geographically Dispersed HA/DR solutions like Pacemaker Cluster setup and troubleshooting
• 3+years of PowerShell/Bash experience
• 3+years of RDBMS administration experience including performance query analysis, sizing, HA/DR and storage/disk design of SAP High-performance Analytical Appliance (HANA) and at least 1-2 of the following: SQL Server, Oracle, Sybase, DB2, MaxDB.
• Knowledge of DBMS query languages, like SQL or Kusto query language (KQL).
• Should have ability and understanding how multiple layers of the platform impacts SAP
PREFERRED/ADDITIONAL QUALIFICATIONS:
• Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS).
• 5+ years of experience, preferably supporting SAP Basis Architecture with a mix of architecture and technical lead roles.
• Troubleshooting skills
• Track record of supporting reliable, highly available and scalable SAP architecture for customers.
• Ability to clearly articulate complex solutions and/or problems.
EXPECTATION:
• Single point of contact at site
• Participation in incident response process
• Drive quickest resolution for the incidents
• Provide detailed RCA (Root Cause Analysis)
• Collaborate with multiple teams like VM (Virtual Machines), Networking, Storage, SAP etc. to identify prevention plans.
• Build relationships with SAP and other teams.
• Contribute to building tooling and diagnostics
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Responsibilities
• Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.