Datacenter It Operations Manager

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day and we need you as a Datacenter IT Operations Manager.
Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Datacenter IT Operations 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 for all employees and offers trainings and growth opportunities including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.
Our 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.
Do you want to empower billions across the world? Come and join us in CO+I and be at the forefront of the action!
Responsibilities
People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• 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.
• Model - Live our culture; Embody our values; Practice our leadership principles.

Data Center Operations

• Manages/supports alignment to budget of the Data Center and makes trade-off decisions to adhere to sound fiscal practices. Includes support for budget planning and forecasting. Forecasts demand costs, drives awareness among business leaders on the business implications of service management issues, and negotiates with business leaders to win resources to ensure that the long-term value of the service is maintained. Works with the cost for country or region. Seeks input from team members or senior team leads as required. Monitors After the Facts (ATFs) and Purchase Orders (POs).
• Manages/supports alignment to budget of the Data Center and makes trade-off decisions to adhere to sound fiscal practices. Includes support for budget planning and forecasting. Forecasts demand costs, drives awareness among business leaders on the business implications of service management issues, and negotiates with business leaders to win resources to ensure that the long-term value of the service is maintained. Works with the cost model and reporting system to enable the forecasting, tracking, reporting of costs, risks, and dependencies for a campus, country, or region. Seeks input from team members or senior team leads as required. Monitors After the Facts (ATFs) and Purchase Orders (POs).
• Drives translation of KPIs and OKRs for local teams. Clarifies and refines strategic vision to communicate to the teams.
• Ensures daily 5 and 15s are conducted around safety and compliance where applicable; ensures no unauthorized or unescorted personnel accesses data center halls. Follows and adheres to run book provided by security division. Reports immediately any safety or security issues or concerns. Ensures team has a culture of safety. Ensures all data-bearing device polices are followed. Ensures RCA process is followed; manages non-compliance as needed, in collaboration with key stakeholders.
• Holds team accountable for compliance with service change policies. Documents and drives alignment on dependencies, supplier contracts, success metrics, resource readiness, operational, supportability, and manageability criteria. Ensures that the IT and Critical Environment (CE) service is consistent with service-level requirements. Partners with other groups to support global and regional initiatives (e.g., environmental health and safety, risk assessments, certifications). Ensures third parties are compliant with security, safety, and all other guidelines. Supports and executes corrective action based on audit results and findings. Drives accountability with landlord to adhere to MSFT service-level agreement. Ensures audits, global and regional initiatives, and third-party guidelines are upheld.

Service Delivery

• Is accountable for end-to-end service compliance, quality, and client satisfaction for the agreed-upon service levels. Ensures that all issues are documented, tracked, discussed, and resolved with clients, suppliers, and the appropriate stakeholders with consistent and complete communication throughout. Communicates status and report service KPIs, as measured against SLA/OLAs. Seeks information about the underlying needs of customers; and positions organization to deliver solutions that exceed customer expectations. Learns and understands the customer's business and maintains a customer focus to improve quality and ensure that the customer receives the highest return on investment. Consults regional/global teams to identify gaps (e.g., scope, technology, procedure, resources) and develops strategies to address.
• Leads the communication and resolution of issues by analyzing and prioritizing data from stakeholders and directing efforts. Applies deep subject matter expertise and escalates to meet SLA/OLAs with minimal disruption to the client/customer and business. Shares common and repeating cases with regional/global teams; shares best practices to address and mitigate issues and reduce recurrence; determines more efficient ways of resolving issues. Participates in every Sev 1/Sev 2 Incident Bridge meeting. Analyzes KPIs, OKRs, SLAs, and OLAs and ensures that service and operation levels are met. Leads key processes, such as team and triage meetings, prioritizes work across the team, and rebalances resources and priorities to respond to changes.
• Leads team to design service and technology solutions that reduce the risk of deployment and environmental issues prior to production release. Triages and
• Determines and recommends need for additional resources. Reviews metrics with team to ensure understanding of targets and current performance levels; aligns team on needed improvements.
• Manages multiple, complex technologies, services, and projects simultaneously. Sets criteria for tool standards and identifies and drives the adoption of a standard toolset across multiple service teams. Manages resources appropriately to accommodate pilot programs and task force participation. Makes recommendations for additional funding. Escalates to appropriate stakeholders to remove obstacles. Ensures information, awareness, and changes resulting from escalations are communicated throughout the teams as appropriate.
• Drives stakeholder and cross functional partnerships; works with campus/regional/global teams to implement changes (e.g., regional, or global initiatives like process improvement, safety, compliance, security, engineering, tooling). Manages relationships with clients and suppliers to ensure that all expectations are clarified, understood, documented, and met. Effectively communicates with clients and partners (e.g., upcoming service impacts and outages, delivery dates, requirements, project status, new initiatives). Ensures teams have the platform and support to participate in cross-functional teams; makes connections and builds network for teams as needed. Empowers teams to work collaboratively. Creates visibility to help other teams succeed with regional/global management team.
• Prioritizes complex problems against key risks to the business as well as documents and drives the adoption of solutions that prevent recurrence of similar issues. Supports ICs in completing postmortem. Approves root cause analysis and postmortem reporting. Recommends budget needed to make necessary improvements. Adheres to notifications to supporting incident recovery help desk according to agreed upon SLAs.

Data Center Work Environment

• Understands workforce capability and delegates work accordingly across team to effectively deliver results. Finds ways to accomplish more by enabling others. Delegates in order to promote growth and development of future leaders.
• Removes barriers to agility to enable the team to shift priorities quickly without losing productivity. Establishes a culture of safety, quality and customer obsession ensures that the team’s standards are consistent with the overall service objectives. Regularly scans the environment to help anticipate changes that could affect key projects; leads change in plans, goals, actions, or priorities to respond to changing situations; champions necessary course corrections. Ensures changes are implemented completely in accordance with documented procedures, accurately, and in a timely manner. Tracks adoption rates and reacts accordingly. Communicates with team to enhance awareness and adoption of change. Participates in Change Advisory Board (CAB) meetings.
• Promotes a positive team environment by modeling best practices. Is accountable for and fosters healthy team morale. Drives collaboration across service teams. Removes barriers by working with others around a shared need or customer benefit; able to maintain a broader perspective and identifies and evaluates opportunities to enhance the business through cross-group collaboration; and incorporates diverse perspectives to thoroughly address complex business issues. Engages and maintains consistent communication with all relevant parties until issues are resolved. Acts as a trusted resource and advisor to a wide network of colleagues with diverse personalities; creates influence strategies that cross organizational boundaries to achieve broad business goals; and anticipates issues or implications that their ideas would have on others and pursues mutually beneficial strategies. Recognizes team successes, rewards teamwork, and contributions to team success. Creates clarity and generates energy and excitement.
• Drives service implementation, adoption, training, quality audits, and the education of support teams (including vendors) to enable the best support and service levels. Creates process for teams to stay up to date on current changes (e.g., method, policy, procedure) and required implementation. Helps with onboarding newer peers. Mentors others on a variety of knowledge and skill areas to support team growth and development.

Ownership

• Has pride and a sense of personal accountability for the end-to-end service quality, completeness, and resulting customer experience. Identifies unaddressed issues across the service and resolves, escalates, or finds the appropriate owner to ensure the highest level of quality. Drives and owns the service management perspective to ensure that business leaders understand the business implications of risks, dependencies, and budgets to enable good business decisions and ensure the long-term value of the service. Models and fosters accountability for the team.

Other

• Embody our culture and values

Qualifications
Required/Minimum Qualifications

• 2+ years' experience supporting IT equipment or related technology within datacenters.
• High School Diploma or equivalent AND 2+ years experience of mission-critical service management (e.g., providing IT services, manufacturing, warehouse, retail, military, or managing physical operations in an IT and/or critical environment infrastructure).
• 2+ years experience in leading an inclusive, technical team.

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:

• Reliability Status screening may also require a security questionnaire and security interview.
• The successful candidate currently has the ability to obtain Reliability Status screening from a duly authorized department or agency of the Government of Canada. This process includes but is not limited to:
• To obtain the requisite clearance within required timelines, applicants must have five (5) years of continuous Canadian residency and must not have lived or worked outside of Canada for more than six (6) months during that time unless Microsoft is satisfied that the requisite clearance can nevertheless be obtained within required timelines.
• Verification of identity, background, education, professional credentials, personal and professional references, credit check and criminal background check.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Additional Or Preferred Qualifications

• Applicable certifications: ASICS/Inventory Control, CompTIA, Microsoft, Network Certifications, CCNA Certifications, ITIL v3 Foundation, Microsoft Operations Framework (MOF) Certifications, Leadership Development Certifications, PMP, CDCP.
• 5+ years experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU) AND 5+ years experience working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling) AND Experience managing budget $500k+.
• Bachelor's Degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering, Supply Chain Management or related field.

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Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.