Critical Environment Business Program Manager Job at Microsoft Corporation (Atlanta)

Job Description

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.

Job Responsibility

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)
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
Collaborates and negotiates effectively with others to identify delegates to deliver results
Seeks guidance from management on delegation of resources
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
Embody our culture and values

Requirements

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
1+ year(s) of experience with maintenance planning and execution
Ability to meet Microsoft, customer and/or government security screening requirements
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Nice to have

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)

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