Data Center Technician Manager

As a Microsoft Data Center Technician (DCT) Manager, you will lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions. You will support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This opportunity will allow you to model leadership principles, provide training to technicians, and accelerate your career growth in the process.

Microsoft’s Cloud Operations & Innovation (COI) is the engine that powers our cloud services. As a COI DCT 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, COI is focused on the personal and professional development of all employees and offers training and growth opportunities including Career Rotation Programs, Diversity & Inclusion training and events, and professional certifications.

Our infrastructure is comprised of a large global portfolio of more than 200 data centers 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 data center 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. 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.

Qualifications

Required Qualifications:

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND experience supporting IT equipment or related technology or related experience working with technical teams.
• Experience directing, supervising, or managing others.
• Background Check Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.

Preferred Qualifications:

• Associate degree in Computer Science or related field and/or equivalent work experience.
• Experience supporting IT equipment or related technology.
• Experience working in a production, mission-critical 24x7x365 data center environment.
• Applicable certifications: Information Technology Infrastructure Library (ITIL) Foundation, ASICS/Inventory Control, CompTIA (A, Server, Network), Basic Structure Cabling (BSC), Certified Data Center Professional (CDCP), Microsoft Certified Professional (MCP), Six Sigma Green Belt).
• Experience leading diverse, technical, or IT workforce of up to ten employees.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Responsibilities

• Delivering success through empowerment and accountability by modeling, coaching, and caring while promoting a positive and effective team culture.
• Accountable for overall data center service compliance and quality.
• Provide guidance on and holds team accountable for compliance with Data Center Services (DCS) business unit and service-level policies, procedures, deadlines, and service-change policies.
• Ensures technicians are trained on procedures for installation, deployment, replacement, and post-execution quality check processes.
• Verify post-execution quality checks have been performed appropriately by technicians and takes corrective action as needed.
• Escalate issues through appropriate channels and follow up on issue resolution, sharing knowledge related to issue resolution with appropriate teams.
• Review process changes to evaluate impact on service execution and share relevant information about change with stakeholders across functions and disciplines.
• Lead team and triage meetings, prioritizing work across your team, and rebalance priorities to respond to changes.
• Complete required safety training, conduct daily safety briefings, and participate in on-site safety committees.
• Ensure technicians and vendor resources comply with all safety procedures (e.g., Personal Protective Equipment (PPE) usage, equipment use, lifting, electrical hazards, ladder/rolling stair use).
• Promote a culture of safety and empower technicians to take action, speak up, and report safety concerns and/or incidents.
• Has pride and a sense of accountability for the service quality, completeness, and resulting customer experience, displaying accountability and ownership of the data center facilities.
• Embody our culture and values.

- What experience do you have in supporting IT equipment or related technology? - Have you ever worked in a production, mission-critical 24x7x365 data center environment? - Do you have any certifications related to IT infrastructure or data center operations? - Can you provide an example of a time when you directed, supervised, or managed others? - How do you prioritize tasks and ensure technician performance? - How do you handle and escalate issues that arise in the data center? - How do you promote a culture of safety in the workplace? - How do you ensure compliance with policies, procedures, and service-level agreements? - Can you describe a time when you had to make process changes and evaluate their impact on service execution? - How do you promote a positive and effective team culture?

1. What are the key performance indicators and service level agreements that technicians will be monitored against? 2. Can you provide more information about the training and growth opportunities available to technicians in this role? 3. How many data centers does Microsoft currently have, and in how many countries are they located? 4. What is the overall mission and values of Microsoft, and how do they align with the role of a Data Center Technician Manager? 5. Can you provide more information about the Microsoft Cloud Background Check and why it is required for this role?