Data Center Technician Manager

As a Microsoft Data Center Technician Manager, 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 CO+I 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.

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.

Datacenter Operations

· Encourages the sharing of expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning IT datacenter technology(ies) and equipment. Encourages the sharing of expertise and provides guidance on the functions of, and interactions between cabling infrastructure, network, server, and storage equipment. Develops awareness of Information Technology Infrastructure Library (ITIL) Foundation components: Incident Management and Change Management.

· 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 Change Notifications (PCNs) 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 on others. Encourages technicians to ask questions when they do not have required information,resolves others' questions in a timely manner, and may provide feedback on changes to processes to direct-line management, standards management teams, and/or project, program, or special initiative managers.

· Provides guidance on, and holds a team of technicians accountable for compliance with Data Center business unit policies, procedures, and deadlines. Proactively reviews and provides feedback regarding Data Center business unit policies, procedures, and deadlines. Resolves issues related to compliance or operational assurance activities directly, or with assistance from compliance colleagues and/or business partners. Provides input on improvement plan components for service delivery gaps or challenges.

· Ensures a team of technicians can complete assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type. Supports escalation of challenging or complex tickets to internal business partners and appropriately summarizes relevant issues for communication to direct-line management. Coordinates and assigns tasks to technicians, and/or provides input or coordination with appropriate program managers and direct-line management for ti