Data Center Technician Manager

As a Data Center Technician Manager (DCTM), you will lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions. You will support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).  This opportunity will allow you to model leadership principles, provide training to technicians, and accelerate your career growth in the process.

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a Data Center Technician Manager, 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

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Data Center Operations

• Shares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment, as well as knowledge of the functions of and interactions between network and server equipment; maintains an active awareness of Information Technology Infrastructure Library (ITIL) Foundation protocols; advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency.
• Proactively investigates, evaluates, and analyzes changes; reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines to mitigate the impact they may have; encourages technicians to ask questions when they are missing relevant information and resolves others' questions in a timely manner.
• Provides guidance on, and holds a team of technicians accountable for, compliance with Data Center Services (DCS) business unit and service-level policies, procedures, deadlines, and service change policies; exercises judgment and discretion to provide input on service level and improvement plan components.
• Assigns tasks to technicians through tickets and monitors progress against Key Performance Indicators (KPIs) and established Service Level Agreements (SLAs); ensures work is appropriately prioritized and that resources and team capabilities are in place so that assigned tickets are completed within SLAs and meet KPIs; analyzes data related to technicians' performance on tickets and shares with Operations Management; may assign tasks to technicians using Labor Coordination System (LCS).

Service Delivery

• Ensures technicians are trained on procedures for installation, deployment, and/or replacement; provides guidance on prioritizing tasks and ensures technicians have developed capabilities required to complete tasks as well as access to tools and supplies required to perform work; investigates root causes of issues that may have impacted SLAs and takes proactive corrective action; advises on, reviews, and escalates suggested modifications to processes to meet or improve upon SLAs and ensure team/site KPIs are m