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Location: Kenya - Non Location Specific, KE
Job ID: 777897-69307
Division: Services & Support
PFE - Operations Consulting
(ITIL - MOF)
French Speaker is a MUST
Purpose of Workgroup (PFE)
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.
Premier Field Engineers provide reactive and proactive support to Enterprise Customers for the most technically complex or politically sensitive support situations in Microsoft.
Job’s Purpose
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 have an advanced degree or equivalent with significant experience (minimum 5 years) in complex enterprise infrastructure projects with a focus on Process related roles and Service Delivery Management roles. Candidates will require a good understanding of operational support services, mapping business requirements to manageability and operability architecture and design and concepts coupled with a good understanding of project management concepts and practices. Candidates will be required to have demonstrable competence in both verbal and written technical and business communications.
What are the key initiatives and challenges facing this position over the next 6 months to 3 years?
Continuing to deliver an enterprise level of service to customers and partners that is recognized to be of the highest quality and value thus resulting in continued very high satisfaction levels and that maintains PFE as the premium provider of support services to enterprise customers.
Contributing to and supporting the evolution of Microsoft Services into a trusted provider of enterprise services through personal excellence and active community participation.
Key Performance indicators: CPE, Utilization, Contributing to and reusing IP, technical community participation.
Communications/Business Relationships
The role will be required to regularly communicate with Engagement Managers, Services Execs, Account Managers, Service Line Architects, Account TS, Solutions Specialists, Project Managers and team peers where appropriate and relevant.
This role will be responsible for participating in monthly meetings with PFE Manager on performance and career development.
The role is responsible for building and maintaining personal development plan with the help of the Manager.
ESSENTIAL JOB FUNCTIONS
Responsibility/Activity
Estimated Annual % of Time
Operations Consulting including:
• Operations Deliveries:
o Desired Configuration Management (DCM) for System Center Configuration Manager (DCM-SCCM)
o Microsoft Operations Framework Foundations Workshop
o Microsoft Operations Framework Managing Change, Configuration, and Risk Workshop
o Operations Strategic Review (OSR)
o Proactive Monitoring with Microsoft Operations Manager 2005 (PMM)
o Risk and Health Assessment Program for IT Operations (OpsRAP)
o Service Level Management for Systems Center Operations Manager (SLM-OM)
o Service Management Assessment (SMA)
• Conducting Operations Reviews and Assessments of Customer distributed computing environments
• Performing Release Readiness Assessments
• Designing, developing and implementing Service Improvement projects 70%
Training 10%
Customer advisory 5%
Sales support and reactive technical support 5%
MOF Community Participation 5%
Personal Administration, non project meetings etc. 5%
QUALIFICATIONS
Area Qualification
Experience What work experience is essential to the job? How many years of previous work experience would it typically take to gain sufficient experience in these areas to minimally fill this job role?
5 - 8 years of related experience.
What type of supervisory or management experience would be necessary to fulfill the job requirements, if any?
Technical team leadership.
Education What education is typically required for the job?
Required Bachelors Degree (BS/BA)
Field of Study (if applicable): Computer or Information Sciences or Engineering.
Professional Training and Certification ITIL Foundation Certificate
ITIL Manager Certificate (Preferred)
MOF Essentials Certificate
Knowledge, Skills, and Abilities
Proven operations consulting skills or Service Delivery Manager role experience. Demonstrable written and verbal communications skills. Demonstrable effective presentation skills. Demonstrable ability to communicate with senior management and executives in a project’s sphere of influence.
Job Segments: Consulting, Engineer, Engineering, Field Engineer, Operations, Operations Manager, Project Manager, Sales, Sales Support, Technical Support, Technology
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