PFE Operations Job at Microsoft Nigeria

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Job Title: PFE Operations

Job ID: 820024-104745

Location: Nigeria

Job Category: Services & Consulting

Division: Services & Support

Industries: Computer Hardware & Software, Information Technology & Services

Organisation: Microsoft Nigeria

Purpose of Workgroup (PFE):

Premier Field Engineers represent Microsoft in providing technical leaderships for Premier customers around the world to promote health in their IT environments through onsite, remote and dedicated support services. This will include long term highly scoped proactive support engagements with onsite and remote customers. Also reactive support, providing excellent troubleshooting skills while managing the customer during an extremely difficult time.

Through trusted advisor relationships and through the optimization and successful implementation of technology, Premier Field Engineering helps to accelerate customer adoption and productive use of Microsoft products.

Job's Purpose:

The Microsoft Operations Premier Field Engineer (PFE) Role is primarily focused on the delivery of high quality IT management services, based on the Microsoft Operations Framework (MOF), ITIL, and other industry IT Service Management best practices. Responsibilities include Operational Assessments, developing, tailoring, Service Improvement Programs (SIP) and assisting in implementing Information Technology Service Management (ITSM) solutions that are suitable for the customer requirements. Frequently these service deliveries require the ability to conduct interactive sessions or workshops and to deliver process training courses. As an IT Service Management subject matter expert, the Microsoft Operations PFE provides customer advisory services and helps customer maximize the investment on Microsoft technology through the adoption of operational best practices and processes.

The experienced Operations PFE will leverage these assets to align the operational capabilities of not just the Microsoft platform but other technologies with the strategic initiatives and clearly demonstrate the business value of the existing investment. They serve as long-term operational advisors, establishing a framework that helps the organizations to operate efficiently and effectively with Proactive Services to successfully realize the value of Microsoft technology solutions. The goal is to increase the business value delivered by the IT organization through the efficient operations of the IT infrastructure and provide an IT environment that supports, empowers, and inspires your people.

The Operations role is primarily focused on the delivery of high quality IT Service and Release Management services to our Premier Enterprise Customers or Partners. The focus of this role is to provide Microsoft Operations Framework and related Microsoft infrastructure service offerings. This role contributes fundamentally to the successful deployment and use of Microsoft products and frameworks and consequently has a material impact on customer satisfaction and loyalty.

In addition, the role is responsible for effective knowledge transfer to Partner and customer resources. The role may be called upon to lead a small team of process resources working on a project.

High Level Candidate Requirements:

The ideal candidate will require a good understanding of operational support services, mapping business requirements to manageability and operability architecture, design and concepts coupled with a good understanding of project management concepts and practices. Leading or working within delivery teams to drive consistent, predictable and scalable delivery of solutions and services and to ensure successful completion of client engagements as well as overall client satisfaction. Ability to present transformational ITSM approach of Premier Services; gathering and translating customer requirements to transform a client's environment as well as building the associated business case for change and an appropriate transition plan for implementation. Participating in the collection of data during the discovery phase of engagements via interview, workshop and other discovery techniques and toolsets; participating in and creation of material during the analysis phase of engagements using structured analysis techniques. Ability to engage with "the business" on behalf of the IT operations, to successful position Microsoft Premier Proactive Services and retain their involvement throughout the transformation. Ability to conduct appropriate due diligence activities prior to final contract and acting as quality assurance of Premier Field Engineer deliverables.

Candidate Profile:

Experience: 5 – 8 years of related experience

Education: high school and Bachelor's Degree (BS/BA)

Professional Training and Certificate:

•ITIL Foundation V3 Certificate

oExpert V3 Certificate (Preferred)

•MOF Foundation V4 Certificate

•ISO/IEC 20000 Foundations (nice to have)

•ISO/IEC 27000 Foundations (nice to have)

Knowledge, skills and abilities:

•Proven background in service management process and toolset implementation, with extensive experience gained in a large organization with complex IT operating across regional or global geography

•Proven in-depth experience and excellent knowledge with implementing ITIL and MOF Best practices and processes.

•Demonstrable effective presentation skills.

•Strong consulting skills including workshop facilitation and discovery techniques, transformation journey management and including creating effective operations/service manuals.

•Ability to capture and identify inter-dependent processes between various groups including process flow maps and current/future state

•Knowledge of service orientated architecture techniques and methodologies

•Experience working on enterprise, complex projects that require communication strategies between different groups/organizations within a larger organization.

•Proven ability to lead meetings and liaise with high level stakeholders and have excellent listening, written and communication skill

•Strong MS Office, Excel and Word Skills

•Ability to work effectively with senior management.

•Ability to work in a matrix environment

•Ability to work on own initiative with minimal supervision

•Ability to lead and mentor junior members of our team

•Continuous development of oneself and others in new thinking, approaches and methodologies

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