Cloud Support Engineer II/Azure VMware Solution Operations Support Specialist

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.

Duties and Responsibilities

• 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.

• Responds to incident tickets in an operational environment to meet SLA objectives. Typically responds to the more complex incidents.

• Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.

• Reviews system logs to identify and mitigate system issues.

• Leverages knowledge base to help troubleshoot, identify and resolve systems issues.

• Updates knowledge base troubleshooting guides and lessons learned as required.

• Documents incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.

• Documents system issues resulting in system outages and coordinate change though change management process.

• Supports collaboration across operations, development teams and external partners.

• Supports "tiger team" calls to streamline knowledge sharing and timely resolution of system issues.

• Monitors solution performance according to client specification and SLAs. Serves as an escalation point on more complex issues.

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.

• 5+ years of experience diagnosing/debugging faults in complex online services

Security Requirements

• Hold active DoD Secret security clearance and CJIS adjudication to maintain USME access

Job Specific Skills

• 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

Compensation Ranges

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.

EEO Requirements

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.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$46.63/hr - $50.48/hr ($97K - $105K)

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.