[Hiring] Cloud Support Engineer II/Azure VMware Solution Operations Support Specialist @ASM Research

Role Description

Seeking skilled professionals to join our Azure VMware Solution (AVS) operations support team. In this role, you will be responsible for providing comprehensive 24/7 technical support for Microsoft's cloud-based VMware infrastructure. The ideal candidate will excel in a fast-paced environment, delivering critical support services across time zones to ensure maximum platform availability and performance. This position requires strong diagnostic skills, effective communication with customers during critical incidents, and the ability to drive swift resolution of service-impacting events.

• Troubleshoot complex issues related to VMware vSphere infrastructure, NSX-T networking, vSAN storage, and ExpressRoute connectivity within the AVS environment.
• Participate in on-call rotations, collaborate with cross-functional engineering teams, and continuously improve operational efficiency through automation and process refinement.
• Respond to incident tickets in an operational environment to meet SLA objectives, typically responding to the more complex incidents.
• Troubleshoot system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Review system logs to identify and mitigate system issues.
• Leverage knowledge base to help troubleshoot, identify, and resolve systems issues.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document incident fixes and make recommendations to the engineering team for system improvements for consideration in future releases.
• Document system issues resulting in system outages and coordinate change through the change management process.
• Support collaboration across operations, development teams, and external partners.
• Support "tiger team" calls to streamline knowledge sharing and timely resolution of system issues.
• Monitor solution performance according to client specifications and SLAs. Serve as an escalation point on more complex issues.

Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 5+ years of experience diagnosing/debugging faults in complex online services.

Requirements

• Hold active DoD Secret security clearance and CJIS adjudication to maintain USME access.
• Ability to identify and script automatable problems, perform work with efficiency in mind.
• Experience with PowerShell, SQL, and Python scripting.
• Experience with VMware vSphere infrastructure management, including vCenter Server, ESXi host troubleshooting, and NSX-T networking components within Azure VMware Solution.
• Proficiency in diagnosing and resolving Azure VMware Solution connectivity issues, including ExpressRoute circuits, HCX migration tools, and vSAN storage performance optimization.
• Able to diagnose and mitigate faults.
• Able to identify and drive recovery levers with feature teams.
• Able to communicate effectively through written and oral English.
• Able to interact with external customers and partners on behalf of Microsoft.
• Ability to perform work under continuous deadline pressure.
• Ability to support various rotating shifts.
• Ability to execute work with precision in time-sensitive outage scenarios.
• Effectively communicate status changes to impact.

Benefits

• Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience.
• The compensation displayed for this role is a general guideline based on these factors and is unique to each role.
• Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

Company Description

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

• All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age.
• All decisions on employment are made to abide by the principle of equal employment.