Data Center Technician Manager

As a Microsoft Data Center Technician (DCT) 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.

Microsofts Cloud Operations & Innovation (COI) is the engine that powers our cloud services. As a COI DCT Manager you will perform a key role in delivering the core infrastructure and foundational technologies for Microsofts online services including Bing Office 365 Xbox OneDrive and the Microsoft Azure platform. As a group COI 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.

Microsofts 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.

In this environmentyou may be asked to go on businesstravelto support other metros periodically 0-25% of the time and have the ability to work12-hourshifts including shift assignments during non-standard businesshours that may include evening nighttimeweekendsand/or holidays.

Microsoft is unable to sponsor a work visa for this role due to the nature of the roles job duties.

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.

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 ticket assignment automation to provide direction as needed to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type. Monitors progress of tickets assigned to teams of technicians and adjusts where necessary to meet established Key Performance Indicators (KPIs) per task type. Analyzes data related to technicians performance on tickets and shares with direct-line 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.

Datacenter Work Environment

Traveling up to 25% typically domestically to and from multiple locations during the workday and occasionally domestically to other sites for overnight stays. May work 12-hour shifts including shift assignments during non-standard business hours such as evenings nights weekends and holidays.

Occasional climbing of ladders. Frequent climbing of stairs and/or ramps. Prolonged standing. Occasional lifting up to 25lbs / 11kg without assistance. Occasional lifting 25-50lbs / 11-22.5kg with lift assistance. Occasional push or pull 50-75 lbs / 22.5-34kg with assistive device. Normal visual acuity (near far and peripheral with correction) defined via standard medical terms and applicable criteria. Normal color vision for electrical work defined via standard medical terms and applicable criteria.

Promotes a positive and effective team environment by modeling best practices leading regular team meetings cross-discipline collaborations and monitoring the status of work across their team to understanding the impact on other shifts/technician teams engineering groups or internal business partner needs and the overall business. Provides responds to and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams.

Working for extended periods under elevated levels of ambient noise heat and light due to necessary equipment and ventilation systems.

Conducts daily safety briefings ensuring their team members attend and/or participates in onsite safety committees. Completes required Environmental & Health Safety (EHS) training ensures technicians comply with EHS training completion requirements and are compliant with safety procedures (e.g. equipment use lifting electrical hazards ladder/rolling stair use) Task Hazard Analysis (THAs) completion and use of appropriate equipment and Personal Protective Equipment (PPE) for assigned tasks. Adheres to and promotes a culture of safety empowering technician teams to report and/or take proactive action regarding safety concerns near-misses and/or incidents. Participates in regular cadence proactive safety observation reporting processes and systems and follows up with their team members as needed regarding actionable safety observations reported.

Completes required security and data management training ensures technicians completion of applicable training and maintains accountability for technician compliance with security and data management procedures/policies. Ensures that policies and procedures securing physical access to the data center or network site environment(s) are appropriately enforced. May escort third party vendors or IT support on-premises at data centers or network sites. Appropriately takes action and reports physical security access concerns and/or incidents and gathers information about such events reported by their team to inform direct-line management and escalates to relevant stakeholders. Participates in identifying the root cause of any physical security access violations and manages corrective actions and escalations related to technician violations of physical security procedures or policies.

Managing Service

Exercises judgment and discretion to contribute to issue tracking related to follow-up and resolution to overall quality of service escalations and/or proactive initiatives. Maintains responsibility for client and technician team interactions for escalations and/or engagements between them and other internal business partners.

Partners with internal and external stakeholders to manage the removal of risks to personnel and/or resource availability performance and compliance.

Identifies and assigns required training as applicable across all technician job focus areas and workloads (i.e. Break fix Deployment Simple Change Decommission IT Critical Environment) along with Personnel Management training in a timely manner per direct-line management assignment(s) and validates completion of assigned training by team members. May complete additional or supplemental training to obtain or maintain relevant industry or technical certifications and advise their team on relevant certifications to obtain.

Collects and reviews appropriate Key Performance Indicators (KPIs) for their team to support line of business (e.g. performance measures long-term trends) and/or business intelligence analysis (e.g. service availability data system health). Shares feedback from reviews with technicians to drive improvement in meeting KPI expectations and sharing learnings from reviews with direct-line management.

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 individuals capabilities and aspirations. Invest in the growth of others.

Service Delivery

Follows procedures to immediately engage Designated Responsible Individuals (DRIs) for appropriate communication reporting and incident management of data center technical or safety related incidents with direct-line management internal business partners and impacted engineering group contacts. Participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary. May leverage learnings to contribute to the improvement of quality of service and support.

Coordinates training packages for technicians on procedures for installation deployment upgrade refresh simple change decommission and/or replacement of infrastructure cabling network storage or server equipment. Provides guidance to technicians for developing an effective execution order of assigned tasks and ensures technicians have access to tools and/or supplies required to perform work. Investigates root causes of issues that may have negatively impacted ticket Key Performance Indicators (KPIs) per task type and takes proactive corrective action.

Verifies compliance with standards and procedure for data-bearing devices (DBDs) destruction and/or confirms any-and-all such devices (e.g. hard-drives solid-state drives flash cards etc.) contained within network storage or server equipment has been identified for eradication or destruction. Creates schedules for shift-based technicians to ensure positioning and availability to execute work as defined by organizational standards negotiates with internal team colleagues to organize project timelines with guidance from direct-line management and appropriate notification to stakeholders.

Manages assigned projects or programs to meet service delivery objectives. Participates in pilot programs or task forces to ensure smooth implementation for future service delivery as directed.

Proactively reviews schedules and avoids conflicts when possible. Identifies coordinates manages expectations and offers alternatives when defining technical solutions in light of ongoing operations and procedures (e.g. schedule technical feasibility policy procedure tools).

Evaluates procedures for performing quality checks to ensure they align with compliance standards and process adherence and takes responsibility for impact to Key Performance Indicators (KPIs) by task type of work performed by technicians. Performs post-execution verification of grounding staging labeling and cabling as needed to ensure alignment with all safety protocols deployment standards and planned Network Design Templates (NDTs) taking corrective action(s) to address any non-compliance and validates post-execution quality or validation training has been completed by applicable technicians to enable them. Identifies errors in deployment standards or Network Design Templates (NDTs) and coordinates directly with internal business partners technologists or subject matter experts (SMEs) to develop corrections as needed.

Evaluates diagnostic and troubleshooting processes and suggests improvements. Maintains advanced awareness of conditions circumstances and scenarios which may reflect significant customer or business impact within the Data Center environment and escalates observations of imminent incident risks or potential situations immediately to direct-line management.

Other

Embody our culture and values.

Required Qualifications

• High school diploma GED or equivalent and basic knowledge of computer hardware and components AND 3 years experience supporting IT equipment or related technology or related experience working with technical teams.
• 1 year(s) experience directing supervising or managing others.
• Ability to work 12 hours shifts including shift assignments during non-standard business hours that may include evening nighttime weekends and/or holidays.

Background Check Requirements:

Ability to meet Microsoft customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically this position supports United States federal state and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement and as a condition of employment the successful candidates citizenship will be verified with a valid passport.
• This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Preferred Qualifications:

• Associate degree in Computer Science or related field and/or equivalent work experience.
• 4 years experience supporting IT equipment or related technology.
• 3 years experience working in a production mission-critical 24x7x365 data center environment.
• Applicable certifications: Information Technology Infrastructure Library (ITIL) Foundation ASICS/Inventory Control CompTIA (A Server Network) Basic Structure Cabling (BSC) Certified Data Center Professional (CDCP) Microsoft Certified Professional (MCP) Six Sigma Green Belt).
• 2 years experience leading diverse technical or IT workforce of up to ten employees.

Data Center Technicians M3 - The typical base pay range for this role across the U.S. is USD $75400 - $167900 per year. There is a different range applicable to specific work locations within the San Francisco Bay area and New York City metropolitan area and the base pay range for this role in those locations is USD $105800 - $185300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry citizenship color family or medical care leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

Manager