Overview
Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Critical Environment Program Manager - Business Operations, 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.
Our infrastructure is comprised of a large global portfolio of more than 200 datacenters 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 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.
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
- Follows and adheres to processes and policy(ies) provided by security and safety governing partners. Reports immediately any safety or security issues or concerns. Participates in safety and security related Root Cause Analysis (RCA) processes as appropriate. Makes recommendations for improvements to safety and security processes or procedures. Fosters and exhibits a culture of safety. Ensures no unauthorized or unescorted personnel access in secured production environments. Manages and regularly audits physical access lists for personnel accessing secured production environments and related systems.
- Understands strategic vision as communicated by leaders. Identifies potential improvements aligned with this vision.
- Demonstrates conscientiousness on cost and adheres to budget requirements. Supports managers in creating budget forecasts. Provides input as needed to meet timely and accurate estimates on budget allocation. Manages POs end-to-end process, invoicing, accruals, and adheres to After-the Fact (ATF) policies. Supports and assists with the development of demand cost forecasts, drives awareness among direct-line managers on the business implications of service management issues. Monitors the cost model and reporting systems to raise awareness with any risks to future forecasting, tracking, reporting of costs, risks, and dependencies for a campus, country, or region. Articulates level of importance on priorities needed to maintain availability expectations. Adjusts plans based on assigned financial spend for the year. Plans and works with business partners on executing their requirements to maintain adherence to data center availability, security, and safety. Identifies opportunities for cost reduction and efficiency.
- Engages with appropriate teams and resources to execute tasks or projects. Manages programs associated with area of responsibility.
- Adheres to compliance with Data Center business units and contractual service agreements. Ensures third parties are compliant with security, safety, and all other guidelines. Abides by all service level agreements (SLAs) to meet compliance requirements. Exercises judgement and discretion to suggest improvements to policies. Investigates root causes of policy faults or degradation and suggests improvement plans. Delivers policy plan improvements per Data Center business unit(s).
Data Center Work Environment
- Realizes that changes impact the work of others and proactively shares relevant information to enable continued workflow efficiency(ies). Participates in change advisory board (CAB) meetings. Supports implementation of changes in accordance with documented procedures accurately and provides feedback in a timely manner. Regularly scans the internal and external environment to help anticipate changes that could affect key projects. Develops an understanding of change management principles and their varying application. (i.e., PROSCI vs. ITIL).
- Collaborates and negotiates effectively with others to identify delegates to deliver results. Seeks guidance from management on delegation of resources.
Service Delivery
- Manages assigned projects or programs within a single discipline to meet service delivery Objectives & Key Results (OKRs) or Key Performance Indicators (KPIs). Participates in pilot programs or task forces to ensure smooth implementation for future service delivery. Escalates to appropriate stakeholders to remove obstacles. Recommends improvements to service execution tooling standards and supports the adoption of standard toolsets across their discipline. Applies information regarding changes resulting from escalations as communicated by managers or leaders as appropriate. Adopts and effectively leverages approved engineering released tools and systems to support day-to-day operational processes and procedures. Supports escalation of issues to appropriate owner(s).
- Monitors Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) and reports on trends and anomalies. Leads key processes, such as project, program or triage meetings, informing prioritization requirements for the team, and rebalances priorities to respond to changes. Reviews contracts with landlords and third-party vendors. Participates in regular operational meetings to review OKRs and/or KPIs. Analyzes data and collaborates with internal business partners, clients, and vendors to improve OKRs and/or KPIs and increase efficiency. Identifies discrepancies in data and reports observations to drive reporting improvement opportunities.
- Performs troubleshooting of service incidents and escalates, as appropriate, to achieve applicable Objectives & Key Results (OKRs) or supporting Key Performance Indicators (KPIs) with minimal disruption to the client and business. Partners with others across local teams/campus/metro as needed to troubleshoot and resolve issues. Identifies common and repeating cases or observations of service issues and shares with direct-line management. Develops an awareness of best practices to address and mitigate issues and reduce recurrence. Participates in applicable Incident Bridges for their workstream(s) and/or location(s).
- May assist others within or across data center teams in learning role, process, procedures, and best practices. Stays up to date on current changes and ensures others have awareness as needed. Seeks training opportunities that meet the interest of the business as well as own career goals and objectives. Completes required corporate and/or mandated training. Onboards new hires in the same role. May serve as a mentor in the mentorship program.
- Exercises judgment and discretion to contribute to issue tracking for supporting the overall quality of the end-to-end service and client satisfaction with complete and consistent communication. Learns the client's business and maintains a dedicated client focus. Considers current processes and procedures to proactively review schedules and resolve conflicts by identifying, coordinating, managing expectations, and offering alternatives when defining client solutions. Identifies risk in service delivery approach(es) while minimizing and aligning client to risk vs. impact decisions/tradeoffs. Recognizes potential client impact of other events and issues occurring across the service (e.g., lockdowns; change management). Communicates potential impact to adjust plans accordingly. Actively seeks to understand strategy adaptations, plans, and solutions, regarding insights about communicated end-customer, market, and business environment changes impacting service delivery.
- Participates in or may drive stakeholder and cross functional partnerships. Manages relationships with clients and suppliers to ensure that all expectations are clarified, understood, documented, and met. Communicates with clients and partners. Works with regional support teams to implement changes (e.g., regional or global initiatives like process improvement, safety, compliance, security, engineering, tooling). Identifies and develops opportunities to forge partnerships.
- Adheres to notifications to supporting incident management partners according to agreed upon Objectives & Key Results (OKRs) and/or Key Performance Indicators (KPIs). Analyses incident data and information to support Post-Mortem outcomes, Root Cause Analysis (RCA) details, and associated presentations. Recommends budget needed to make necessary service delivery improvements. Identifies and suggests solutions for problem management scenarios. Supports and participates in RCAs efforts where appropriate, for a specific discipline.
Other
Qualifications
Required Qualifications:
- High School Qualification or equivalent AND 2+ years experience supporting IT equipment or related technology or delivering server and network deployment projects in large-scale environments
- OR equivalent experience
- 1+ year(s) of experience with maintenance planning and execution.
Other 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.
Preferred Qualifications:
- 2+ years experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU) or working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling).
- Technical College degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering or related field.
- Applicable certifications: ASICS/Inventory Control, CompTIA, Microsoft, Network Certifications, PMP, ITIL, CDCP.
- 2+ years experience with critical environment maintenance and repair cost management
- 2+ years experience with industry program and project management skills
- 2+ years experience working with collaboration platforms (e.g. SharePoint, MS Teams etc.)
- 2+ years experience with reporting and data analysis systems & platforms (e.g. PowerBI)
Data Center Operations Management IC3 - The typical base pay range for this role across the U.S. is USD $81,400 - $161,800 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 $109,800 - $183,100 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
