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. As a Site Operations Manager (SOM), you will play 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 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.
We prioritize environmental sustainability and optimization in our datacenter design and operations, allowing us to grow and evolve as we meet the ever-changing business demands that hold Microsoft as a world-class cloud provider.
As a member of our Cloud Operations & Innovation (CO+I) team, you will have opportunities for personal and professional development through trainings and growth programs, including Career Rotation Programs, Diversity & Inclusion trainings and events, and professional certifications.
The ideal candidate will be empowered to deliver success through empowerment and accountability by modeling, coaching, and caring. They will live our culture, embody our values, and practice our leadership principles.
The Site Operations Manager will oversee a team on the operation of various systems and equipment within the data center in a safe and professional manner and advise junior colleagues on inspection and supervision issues. This includes documenting dependencies, supplier contracts, success metrics, resource readiness, operational, supportability, and manageability criteria.
This role requires strong leadership skills, with experience in managing large-scale and complex projects/programs. The successful candidate will be able to drive service implementation, adoption, training, quality audits, and education of support teams (including vendors) to enable the best support and service levels.
We offer a dynamic work environment with opportunities for collaboration, growth, and recognition. If you are passionate about empowering billions across the world, come and join us in CO+I and be at the forefront of the action.
Responsibilities include:
• Delivering end-to-end service compliance, quality, and client satisfaction for agreed-upon service levels.
• Managing relationships with clients to ensure that all expectations are clarified and understood and deliver solutions that exceed client expectations while maintaining a strong customer focus.
• Applying deep subject matter expertise and escalating where needed to meet SLA/OLAs with minimal disruption to the client/customer and business.
• Participating in every Sev 1 and Sev 2 Incident Bridge meeting and approving root cause analysis and postmortem reporting.
• Leading key processes, prioritizing work across team, and rebalancing resources and priorities to respond to changes, while recommending additional resources as necessary.
Requirements include:
• High School Diploma or equivalent AND 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
• Experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU) AND experience working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling)
• Bachelor's Degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering, Supply Chain Management, or related field
• 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
Priorities include:
• Empowering teams to work collaboratively, ensuring they have the platform and support to participate in cross-functional work and the opportunity to network.
• Maintaining a broad perspective and working to incorporate diverse viewpoints while identifying and evaluating opportunities to create strategies that cross organizational boundaries and drive broad business goals.
• Establishing a culture of safety, quality, and customer obsession while ensuring team's standards are consistent with overall service objectives.
• Creating the type of conditions for successful collaboration, geared toward identifying and resolving organization-wide issues by bringing together creative and relevant solutions from diverse perspectives.
• Understanding workforce capability and delegating work accordingly across team to effectively deliver results, finding ways to accomplish more by enabling others.
• Acting as a trusted resource and advisor to a wide network of colleagues with diverse viewpoints.
• Delegating to others to promote growth and development of future leaders.
• Recognizing team successes and rewarding teamwork and contributions to team success while driving a culture that's focused on meeting strategic goals.