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RMA Program Manager/Lab Manager

Location:Redmond, WA
Salary Range:DOE
Benefits:Benefits and 401K available
Employment Type:Full Time
Description:• SCOPE: Manage Hardware health for Autopilot and SAWA environments (Production and Test)
• Ensuring that all clusters meet or exceed the health thresholds for % of machines healthy at a given time
o Proactively addressing failing machines
o Working with external hardware vendors (Dell/SGI) to address current and future hardware needs
o Ensuring that machines that are returned from hardware vendors are indeed healthy
• Identifying and driving automation back into the engineering teams for reduction in human interaction
• Working with external hardware vendors to improve time to recovery of machines
• Primary POC for external hardware vendors for coordination/prioritization of work
• Manual investigations for unhealthy machines prior to sending them off to external hardware vendors
• Investigation into trends of machines that consistently go into an unhealthy state and drive engineering improvements
• Coordination with partner teams (Windows Azure) around RMA process and coordination of machine repairs
• Facilitate health of hardware asset tracking. (Audits, Asset Classifications, etc.)
• Drive long term plans for hardware health (EOL, Warranty Extensions, etc.)
• Documentation of RMA process, improvements and training.

Qualifications:• 2 years’ experience managing third party hardware vendors to deliver hardware projects in scope and on time, per budget constraints
• Excellent extended stakeholder management skills
• Ability to define infrastructure and hardware business requirements and deliver to third party vendors to execute
• Excellent lab hardware root cause analysis, debugging, resolution and post mortem skills
• Strong preference for resource with multiple years of experience managing an onsite Microsoft labs
• Asset tracking and documentation experience
• Experience planning for hardware needs against Warranty Extensions and EOL
• Should have at least 4 years of experience with various Microsoft operating systems and enterprise applications, platforms, and technologies
• Experienced in the installation, configuration of various IT applications (including extranet TFS) and managing various computer hardware equipment
• Must be able to work in an independent environment to support multiple teams with daily and frequent builds and lab requirements
• Knowledge of Cisco IOS to test and troubleshoot network issues. Knowledge of Avocent KVM, Socket ticketing system, IAdmin
• 2+ years of experience working with and managing environment hosted in Microsoft’s offsite hosting labs


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