Senior Regional Data Center Technician

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day and we need you as a Senior Regional Data Center Technician (R-SDCT).

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Regional R-SDCT, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. As a group, CO+I is focused on the personal and professional development for all employees and offers trainings and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers. Our foundation is built upon and managed by a team of subject matter experts working to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.

With environmental sustainability and optimization at the forefront of our datacenter design and operations, we continue to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.

Do you want to empower billions across the world? Come and join us in CO+I and be at the forefront of the action!

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

Responsibilities

Data Center Operations

• Demonstrates expertise in standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning equipment, as well as a holistic understanding of the functions of, and interactions between, network and server equipment. 
• Proactively shares relevant information to enable efficient workflow and reviews process changes to evaluate impact on service execution and mitigate the impact that changes to their area of work will have on others.
• Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines.
• Completes assigned tickets efficiently and in alignment with Key Performance Indicators (KPIs) per task type while meeting or exceeding established Service Level Agreements (SLAs).
• Coordinates and assigns tasks to other technicians and provides direction as needed to ensure work is appropriately prioritized and meets KPI and SLA targets.

Service Delivery

• Provides break/fix hardware installation, deployment, and/or replacement across the Americas region
• Assists with post Ready for Network Install (RNI) activities, such as the installation of core network and assist with bringing up a new datacenter at both new and existing campuses.
• Performs post-execution quality checks and verifying that grounding, staging, labeling, and cabling are set up in compliance with safety protocols, deployment standards, and planned Network Design Tasks (NDTs).
• Applies advanced diagnostic and troubleshooting expertise to quickly identify the cause(s) of issues.
• Decommissions hardware for complex changes and/or systems with complex interactions (e.g., upgrading entire racks) following standard procedures
• Ensures quality execution as defined by organizational standards, coordinates downtime, and keeps relevant stakeholders informed of work status to minimize downstream rework.
• Manages third-party vendors both at home datacenter campus and in the Americas Region to assist in completion of special projects.
• Follows procedures to communicate, report, and escalate incidents to appropriate Microsoft data center operations management units, technician Leads, engineering leads, and Subject Matter Experts.

Managing Services

• Exercises judgment and discretion to contribute to issue tracking, follow-up, resolution, and the overall quality of the service.
• Provides guidance to less experienced technicians around client interaction.
• Maintains an awareness of Key Performance Indicators (KPIs) through dashboards and/or monthly performance discussions.
• Demonstrates understanding of cross-functional processes to support partnerships with internal and external stakeho