Service Engineer - Microsoft Corporation (Puerto Rico)
Service Engineer 2
Great people don't just build our software. They also get it prepared to release properly, delivered to manufacturing sites all over the globe or made available in cyberspace. That's the kind of impact you'll have as the CodeSign Security Engineer. This position reports within the Microsoft Operations - Products Release Security Services (PRSS) team, Developers Services group (DS), supporting Microsoft’s product teams and other consumers of software release services.
To be successful you'll need to demonstrate you have the skills to understand and support numbers of CodeSign technologies on Windows and non-windows platform. Collaborate on web tools and release processes with the consumers of our services, the product teams, and align their needs with the business and our tool developers. Help deliver the PRSS objective of providing customers with a high quality service. To meet this objective, you will need to provide support, documentation, training and business needs for CodeSign processes and tools. In addition, you will act as liaison between DS and product teams. You should have technical knowledge of Cryptographic and/or PKI specific disciplines. Basic PM skill is also plus.
Deliverables, Tasks and Success Criteria
Support and drive the technical components of Codesign:
• Software Programming Skills (C++, C#, Phyton, scripting).
• Relevant Software Development Life Cycle (SDLC) knowledge.
• Signing technology expert including technology integration.
• Cryptography knowledge and secure communications techniques.
• Hardware Security Module (HSM) familiarity and knowledge.
• Key creation, renewal, revocation and custom configurations (PKI related).
• Support and perform manual CodeSign related workarounds.
• Familiarity with Azure Cloud Services.
• Codesign Customer Support – Customer and partner management, technical support and escalated issues management for both manual and automated systems.
• Troubleshoot issues with tools, systems and/or process for both manual and automated services.
• Metrics development, data gathering and reporting at multiple levels (including Senior Management).
• Accountable for the creation and execution of User Acceptance Test (UAT) Scripts (execute scripts and free form), including quality assurance implementation around UAT process.
• Project Management – manage projects around the identification of opportunities to improve process and/or tools, performance and services to ensure highest level of quality for CodeSign.
• Service Levels – responsible for in-depth understanding of Service Capabilities with the goal to establish predictable Service Level Agreements for our customers.
• Process Management – Responsible of the map-out, maintenance, and documentation across Codesign processes (manual plus automated systems) in support of MS Product Groups.
• Provide training to team and customer base as required on service and subject.
• Compliance – Responsible for the identification of compliance issues within tools and processes to lead the establishment of standards and provide solutions to non-compliance corrections.
• Collaborate with multiple product group build labs by providing expert-level consultation around Signing technologies and tools.
• Be able to influence full-scale build processes for our customers.
• CodeSign planning & Layout and CodeSign Knowledge Base (CS Wiki) maintenance.
Results
• Accountable for signing technologies integration by cross-group collaboration with other MS product groups.
• Accountable for technical and service quality on issues resolution within the Codesign toolsets.
• Accountable for service performance improvements and cost savings to accomplish program objectives.
• Accountable for providing appropriate customer service support that can satisfy MS Product Groups business needs (what they need, when they need it, within budget constraints).
• Accountable for CodeSign project risk management/mitigation in MOPR.
Position Scope
• Provides worldwide guidance & consultation for MS product groups around CodeSign tools/processes, and provides unique knowledge around signing technology implementation.
• Scope focuses on effective management of multiple systems and multiple signing technologies distributed across two different regions, with emphasis on system components of medium to high risk/complexity for a worldwide audience in support to existing hardware and service in MOPR.
• To ensure the Codesign toolsets related to our HBI hardware & services are properly and efficiently supported and maintained in accordance with pre-established guidelines.
• Ensures that CodeSign services are consistently available 24x7 MS customers (includes after hours support).
• Responsible for cross group collaboration with users, customers and partners of the toolsets.
Areas of Impact:
• Incident Management - Document and investigate escalated CodeSign service incidents for both manual/automated CodeSign services across multiple dependencies (CodeSign service components are owned by a variety of groups such MSIT, ASM, AISE & PRSS), resolves them by using innovative engineering practices, and documents those innovations as best practices or engineering standards as part of our CodeSign Wiki while monitoring the overall quality of incident management in support of CodeSign related hardware/services in MOPR. Communicates data and information among stakeholders and applies advanced diagnostic expertise during live service issues.
• Change/Release Management – responsible for ensuring changes/updates into CodeSign systems, (including certs deployments, new signing technologies, signer updates, BVTs, UATs, etc.) are properly executed and validate with the most rigorous quality controls minimizing customer potential impacts. Accountable for documenting change management processes and creation/implementation of best change management practices in collaboration with our MSIT partners.
• Problem Management – accountable for tracking and investigating problems related to signing technologies and CodeSign services in general (area of expertise) by using CodeSign developed troubleshooting standards and problem management tools/processes, and development of root cause analysis (RCA) plans, and recommendations for improvements (CS Wiki and best practices).
• Service Monitoring and Control - Advise Support Services Platform (SSP), and Service Engineering & Support Analyst around methods and tools for improving the component monitoring of CodeSign services.
• Design Integration – reviews specifications and offers insight at the code or architectural level on interoperability and supportability for specifics signing technologies and tools integrations.
• Performance Optimization - Analyzes performance and Capacity data related to our global CodeSign services and is provides recommendations.
• Continuity Planning – Support the implementation of plans for disaster recovery, business continuity, mitigation, contingency, and security as needed, and leads end-to-end testing efforts.
Decision Making
• As a CodeSigning technologies consultant, this person is in charge of influencing decisions across multiple groups around their hardware/service in MOPR (developers, service operations and build lab engineers) ranging from signing technologies utilization to fundamental changes to whole build submission systems & life-cycles processes for big product groups.
• As the signing technologies integration owner, will exercise broad judgment around how to integrate new technologies and will have the ability to influence what new signing technologies to integrate.
• Exercises broad judgment within defined signing and submission best-practices & policies for MS product groups.
• Assists and drive for resolution of more complex issues with little to no direction from management in support to HBI hardware and services in MOPR.
• Provides valuable input regarding direction and strategy of Codesign services in support to HBI hardware and services in MOPR.
• Determine and influence management decision on technologies, hardware, processes and product acceptance criteria in support to HBI hardware and services in MOPR.
• Provide training as required to our customers and partners on services and technology subjects.
Strategy and Development
• Provides input regarding direction and strategy of Codesign services.
• Support and drive the technical components of key Codesign:
• Public Key Infrastructure (PKI) Expert.
• Setup, create, recreate and document Security World’s and Cards.
• HSM special hardware expert and owner.
• Key creation, renewal, revocation and custom configurations (PKI related).
• Support and perform manual CodeSign related workarounds.
• Signing technologies and integration expert.
• Identification and implementation of more efficient methods and procedures in order to minimize costs and effort to accomplish CodeSign services objectives.
• Exercises broad judgment within defined practices/policies.
• The position will face high levels of ambiguity and require ability to handle and develop workflows from non-standard scenarios. Assists with the resolution of more complex issues with little to no direction from management.
• Determine and influence management decision on equipment, hardware, software, operation flows and product acceptance.
• Provide training to teams and customer base as required by the service and subject.
• Identify opportunities to improve, or create, processes/tools to ensure highest level of quality.
• Identify compliance issues within tools to established standards and provide solutions to correct non-compliance.
• Creation & execution of UAT Scripts (execute scripts and free form).
Communication/Business Relationships
• This position will require to develop and maintain extensive communications with internal and external contacts to Product Release & Security Services (PRSS), in most of the cases, developers, build lab engineers and mid-management.
• The success of the Codesign service will depend on the credibility and open relationships this position is able to establish with customers & partners.
• This position also requires the ability to work with a variety of different groups; communicate effectively in email and in person, drive a problem to resolution or know when to escalate and seek assistance; work independently and as part of a team; also requires a keen attention to detail and follow through on work items.
• Advises on the communication of policy and technical directions to all levels within group.
• Prepares presentations and status reports for multiple audience levels (including senior management).
• Fosters proactive and cooperative relationships within our own team and other individuals/groups/partners that interface with the CodeSign team.
Basic Qualifications:
• B.A. Degree in Computer Science, Engineering or technical related discipline.
• 3-5 years of related experience in several of the following areas:
• Software Development & Testing - Clear end to end understanding of all aspects of the software development process
• Customer and Service Support
• Systems and Applications Technical Design
• Security Systems
• Process Analysis and Documentation Management
• Infrastructure Operations
• Knowledge of Signing Technologies, Encryption and PKI areas
• Experience with HSM special hardware, including setup, creation & recreation of Security World’s and Cards
• Experience in software development/programming (C#, Python and scripting).
• Specialized expertise in areas of Windows client/server development environment.
• 3-5 years of experience with system administration in Windows server environments, including installation and configuration of Windows servers, managing permissions, applying updates and creating and implementing system administration scripts.
• Solid knowledge in software testing and IT system troubleshooting required.
Preferred Qualifications:
• Certified Information Systems Security Professional Certification (CISSP).
• Certifications on Microsoft Server Operating Systems and Technologies and Security preferred.
• Microsoft Certified Professional (MCP) certification a plus.
• Knowledge of Microsoft Azure technology.
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group.
Must be able to successfully complete company background check.
Microsoft is an equal employer opportunity (EEO) and strongly supports diversity in the work place. Microsoft does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, or sexual orientation and or individual with disabilities.
Services (engineering)