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Data Center Technician Manager - CTJ - Top Secret
Manassas, VA
Job Description
Overview Microsoft's Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a Datacenter Technician Manager on the U.S. Government Airgap team, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's dedicated online services supporting the U.S. Government. While our U.S. Government dedicated datacenter operations team has a sharp focus on serving our U.S. Government customers and helping them achieve federal missions, together, all of Microsoft's Cloud Operations & Innovation (CO+I) infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million 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. Be at the forefront of the action in CO+I as part of our global datacenter operations team. 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.Promotes a positive and effective team environment by modeling best practices, leading regular team meetings and cross-discipline collaboration, and monitoring the status of work across their team.Data Center OperationsShares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment.Reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines. 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. Assigns tasks to technicians 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. Service DeliveryEnsures technicians are trained on procedures for installation, deployment, replacement, and post-execution quality check processes. Investigates root causes of issues that may have impacted SLAs and takes proactive corrective action.Ensures that tasks assigned to technicians are appropriate for their individual capabilities and they have access to and complete relevant training. Shares updates with relevant stakeholders during service incidents and escalates issues with significant customer or business impact to appropriate experts and stakeholders.Managing ServicesExercises awareness and discretion to contribute to issue tracking, follow-up, and resolution; accountable for service compliance and quality; escalates issues through appropriate channels, follows-up on issue resolution, and shares knowledge related to issue resolution with appropriate teams; provides guidance to technicians around client interactions.Monitors services tickets and Key Performance Indicators (KPIs) and reports trends and service anomalies. Leads team and triage meetings, prioritizes work across their team, and rebalances priorities to respond to changes. Collects and reviews service metrics for their team to support service intelligence analysis. Partners with internal and external stakeholders to manage the removal of risks to personnel, resource availability, performance, and compliance.Identifies and develops needed skills of technicians on their team in alignment with service design to maximize efficiency. Ensures technicians receive detailed guidance on specific tasks as needed and have access to on-the-job training opportunities to develop knowledge and skills through hands-on experience.Data Center Work EnvironmentConducts daily safety briefings, completes required safety training, and participates in on-site safety committees; ensures technicians are complying with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use). Promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents.Holds any on-site personnel accountable for complying with security and data management procedures and ensures technicians have completed required security training. Ensures that policies dictating access to the data center or network site are appropriately enforced. Provides and responds to constructive feedback on ways to work more effectively and inclusively within the team.Leads, provides guidance, schedules, and provisions a team of technicians to achieve service-level requirements and quality of service according to agreed-upon requirements while also supporting technicians' work-life balance.OwnershipHas pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; identifies unaddressed issues within his or her area of work, resolves, escalates, and/or finds the appropriate owner to ensure the highest level of quality service.Learns the client's business and maintains a client focus to optimize resources and improve quality; articulates the impact of work performed within the Data Center to technicians.OtherEmbody our culture and values
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.Promotes a positive and effective team environment by modeling best practices, leading regular team meetings and cross-discipline collaboration, and monitoring the status of work across their team.Data Center OperationsShares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment.Reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines. 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. Assigns tasks to technicians 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. Service DeliveryEnsures technicians are trained on procedures for installation, deployment, replacement, and post-execution quality check processes. Investigates root causes of issues that may have impacted SLAs and takes proactive corrective action.Ensures that tasks assigned to technicians are appropriate for their individual capabilities and they have access to and complete relevant training. Shares updates with relevant stakeholders during service incidents and escalates issues with significant customer or business impact to appropriate experts and stakeholders.Managing ServicesExercises awareness and discretion to contribute to issue tracking, follow-up, and resolution; accountable for service compliance and quality; escalates issues through appropriate channels, follows-up on issue resolution, and shares knowledge related to issue resolution with appropriate teams; provides guidance to technicians around client interactions.Monitors services tickets and Key Performance Indicators (KPIs) and reports trends and service anomalies. Leads team and triage meetings, prioritizes work across their team, and rebalances priorities to respond to changes. Collects and reviews service metrics for their team to support service intelligence analysis. Partners with internal and external stakeholders to manage the removal of risks to personnel, resource availability, performance, and compliance.Identifies and develops needed skills of technicians on their team in alignment with service design to maximize efficiency. Ensures technicians receive detailed guidance on specific tasks as needed and have access to on-the-job training opportunities to develop knowledge and skills through hands-on experience.Data Center Work EnvironmentConducts daily safety briefings, completes required safety training, and participates in on-site safety committees; ensures technicians are complying with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use). Promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents.Holds any on-site personnel accountable for complying with security and data management procedures and ensures technicians have completed required security training. Ensures that policies dictating access to the data center or network site are appropriately enforced. Provides and responds to constructive feedback on ways to work more effectively and inclusively within the team.Leads, provides guidance, schedules, and provisions a team of technicians to achieve service-level requirements and quality of service according to agreed-upon requirements while also supporting technicians' work-life balance.OwnershipHas pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; identifies unaddressed issues within his or her area of work, resolves, escalates, and/or finds the appropriate owner to ensure the highest level of quality service.Learns the client's business and maintains a client focus to optimize resources and improve quality; articulates the impact of work performed within the Data Center to technicians.OtherEmbody our culture and values
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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