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Business Function Overview: 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 Site Operations Manager (SOM). Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I Site 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!
Job Responsibility:
Deliver success through empowerment and accountability by modeling, coaching, and caring
Live our culture, embody our values, and practice our leadership principles
Define team objectives and outcomes, enable success across boundaries, and help the team adapt and learn
Attract and retain great people, know everyone’s capabilities and aspirations, and invest in the growth of others
Oversee and coach a team on the operation of various systems and equipment within the data center
Document and drive alignment on dependencies, supplier contracts, success metrics, resource readiness, operational, supportability, and manageability criteria
Review SLAs, KPIs, OKRs and provide input to improve or increase efficiency
Drive accountability with building landlord to adhere to MSFT service-level agreement
Partner cross-functionally to support global and regional initiatives
Manage/support alignment to budget of the Data Center
Support budget planning and forecasting demand costs
Plan and work with business partners when executing their requirements
Follow and adhere to run book provided by Environmental Health & Safety division
Accountable for end-to-end service compliance, quality, and client satisfaction
Manage relationships with clients
Apply deep subject matter expertise and escalate where needed
Share common and repeating cases with regional and global teams
Primary DRI to lead Sev 1 and Sev 2 Incident Bridge call and lead root cause analysis
Lead key processes, prioritize work across team
Manage resources appropriately to accommodate pilot programs
Be accountable for end-to-end service compliance, quality, and client satisfaction
Empower teams to work collaboratively
Drive stakeholder and cross functional partnerships
Works with regional support teams to implement changes
Drive service implementation, adoption, training, quality audits
Remove barriers that inhibit agility
Maintain a broad perspective and work to incorporate diverse viewpoints
Establish a culture of safety, quality, and customer obsession
Create conditions for successful collaboration
Understand workforce capability and delegate work accordingly
Act as a trusted resource and advisor
Delegate to others to promote growth and development
Recognize team successes and reward teamwork
Have pride and a sense of personal accountability for end-to-end service quality
Identify unaddressed issues across service
Drive and own the service management perspective
Model and foster accountability and morale
Help employees identify growth opportunities, develop skills, and build development plans
Establish and communicate performance expectations
Embody our Microsoft One culture and values
Requirements:
High School Diploma or equivalent AND proven 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)
Ability to meet Microsoft, customer and/or government security screening requirements
Must pass Microsoft Cloud background check upon hire/transfer and every two years thereafter
Nice to have:
Proven experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU)
Proven years’ experience working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling)
Experience managing budget $500k+
Bachelor's Degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering, Supply Chain Management, or related field
Proven experience in leading a diverse, technical team
Applicable certifications: ASICS/Inventory Control, CompTIA, Microsoft, Network Certifications, CCNA Certifications, ITIL v3 Foundation, Microsoft Operations Framework (MOF) Certifications, Leadership Development Certifications, PMP, CDCP Enterprise-level experience in managing large-scale and complex projects/programs