Senior Data Center Technician

As a Senior Data Center Technician (SDCT), you will demonstrate 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. You will provide input for suggested modifications to these processes and procedures as needed to improve service quality and efficiency while providing guidance to other technicians.

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I 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 of all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion training and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 200 Data Centers in 32 countries and millions of 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 data center 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.

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 knowledge 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; develops an awareness of Information Technology Infrastructure Library (ITIL) Foundation protocols; may suggest modifications to process and procedures as needed to improve service quality and/or efficiency; provides guidance to other technicians on processes and procedures.
• 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; asks questions when they do not have required information and resolves others' questions in a timely manner.
• Ensures compliance with Data Center Services (DCS) business unit and service-level policies, procedures, and deadlines; exercises judgment and discretion to provide input on service level and improvement plan components; escalates resolution of compliance issues to technician leads.
• 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; appropriately escalates issues related to tickets to internal business/property groups; may assign tasks to technicians using Labor Coordination System (LCS).

Service Delivery

• Delegates hardware installation, deployment, and/or replacement work to technicians; prepares, stages, sets up, and performs startups and shutdowns (e.g., racks, hard drives, switches) according to specific instructions provided via checklists, guides, standard protocols, and emails; performs quality control and takes responsibility for work performed by technicians; may suggest modifications to processes as needed to meet SLAs and shares suggestions with Technician Leads; assists and provides guidance to technicians to complete challenging or complex tasks and escalates issues as needed; may perform tasks in tandem with other technicians to comply with procedures and safety protocols.
• Ensures that technicians are performing 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); may identify errors in deployment standards or NDTs and escalates with engineering and/or relevant specialists to coordinate corrections as needed.