Microsoft Data Center Technician Manager 

United States, Arizona, Phoenix 

114938954

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.

Required Qualifications

• High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 3+ years experience supporting IT equipment or related technology or related experience working with technical teams.
• 1+ year(s) experience directing, supervising, or managing others.

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:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship Verification:This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.
• Criminal Justice Information Services :This position requires passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies and across multiple states. This role requires candidates to maintain CJIS screening eligibility.

Preferred Qualifications:

• Associate's degree in Computer Science or realted field AND 6+ years experience supporting IT equipment or related technology
  • Bachelor's degree in Computer Science or related field AND 5+ years experience supporting IT equipment or related technology
  • OR equivalent experience.
• 3+ years experience working in a production, mission-critical 24x7x365 datacenter 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).
• 2+ years experience leading a diverse team.

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain good people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Data Center Operations

• Shares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment, as well as knowledge of the functions of and interactions between network and server equipment; maintains an active awareness of Information Technology Infrastructure Library (ITIL) Foundation protocols; advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency.
• Proactively investigates, evaluates, and analyzes changes; reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines to mitigate the impact they may have; encourages technicians to ask questions when they are missing relevant information and resolves others' questions in a timely manner.
• Provides guidance on, and holds a team of technicians accountable for, compliance with Data Center Services (DCS) business unit and service-level
• policies, procedures, deadlines, and service change policies; exercises judgment and discretion to provide input on service level and improvement plan components.
• Assigns tasks to technicians through tickets and monitors progress against Key Performance Indicators (KPIs) and established Service Level Agreements (SLAs); ensures work is appropriately prioritized and that resources and team capabilities are in place so that assigned tickets are completed within SLAs and meet KPIs; analyzes data related to technicians' performance on tickets and shares with Operations Management; may assign tasks to technicians using Labor Coordination System (LCS).

Service Delivery

• Ensures technicians are trained on procedures for installation, deployment, and/or replacement; provides guidance on prioritizing tasks and ensures technicians have developed capabilities required to complete tasks as well as access to tools and supplies required to perform work; investigates root causes of issues that may have impacted SLAs and takes proactive corrective action; advises on, reviews, and escalates suggested modifications to processes to meet or improve upon SLAs and ensure team/site KPIs are met.
• Performs post-execution quality checks as appropriate, ensures that technicians on their team are trained on performing post-execution quality check processes, and is responsible for verifying that post-execution quality checks have been performed appropriately by technicians and takes corrective action as needed; evaluates procedures for performing quality checks to ensure they align with compliance standards; may help manage escalations from Senior Technicians to coordinate corrections as needed; ensures technicians are aware of and execute on any changes to plans and/or protocols.
• Ensures that that tasks assigned to technicians are appropriate for their individual capabilities to meet or exceed established Service Level Agreements (SLAs) and they have access to and complete training related to diagnostic and troubleshooting; evaluates diagnostic and troubleshooting processes and suggests improvements; shares updates with relevant stakeholders during service incidents and escalates issues with significant customer or business impact to appropriate experts and stakeholders.
• Ensures that technicians support timely service resolution and compliance that meets or exceeds established Service Level Agreements (SLAs) by following procedures to report and escalate incidents; ensures that appropriate Designated Responsible Individuals (DRIs) communicate incident status updates with appropriate Microsoft data center operations management units; may participate in bridge calls for customer-impacting incidents.
• Reviews decommission tickets for assignment to technicians as required for hardware changes, refreshes, and/or upgrades; creates plans and schedules for decommission work and ensures that technicians are executing plans as defined by organizational standards, coordinating equipment downtime to maximize service availability, and that stakeholders are informed of work status; evaluates issues related to the execution of decommission work, identifies root causes of issues, and takes appropriate corrective action; may verify security compliance for decommissions and that data-bearing devices have been processed for destruction.

Managing Services

• Exercises awareness and discretion to contribute to issue tracking, follow-up, and resolution; accountable for service compliance and quality; escalates issues through appropriate channels, follows-up on issue resolution, and shares knowledge related to issue resolution with appropriate teams; provides guidance to technicians around client interactions.
• Monitors services tickets and Key Performance Indicators (KPIs), and reports trends and service anomalies; leads team and triage meetings, prioritizes work across their team, and rebalances priorities to respond to changes; shares KPIs and other performance metrics with their team.
• Collects and reviews service metrics for their team to support service intelligence analysis (e.g., service availability data, performance measures, system health, long-term trends); shares feedback from reviews with technicians to drive improvement in meeting service metric expectations and standards; shares learnings from reviews of service metrics with operations management.
• Partners with internal and external stakeholders to manage the removal of risks to personnel and/or resource availability, performance, and compliance.
• Identifies and develops needed skills of technicians on their team in alignment with service design to maximize efficiency; ensures technicians receive detailed guidance on specific tasks (e.g., deployments, break/fix) as needed and have access to on-the-job training (OJT) opportunities to develop knowledge and skills through hands-on experience; may complete additional training to obtain or maintain relevant role certifications.

Data Center Work Environment

• Conducts daily safety briefings, completes required safety training, and participates in on-site safety committees; ensures technicians are complying with safety procedures (e.g., equipment use, lifting, electrical hazards, ladder/rolling stair use), completing required Task Hazard Analysis (THAs), and using appropriate tools and Personal Protective Equipment (PPE) for assigned tasks;
• promotes a culture of safety and empowers technicians to take action, speak up, and report safety concerns and/or incidents; participates in Get Out And Look (GOAL) safety observations.
• Holds any on-site personnel accountable for complying with security and data management procedures and ensures technicians have completed required security training; ensures that policies dictating access to the data center or network site are appropriately enforced; may escort third party vendors or IT support on-premises at data centers or network sites; gathers information about security concerns and/or incidents and escalates them to relevant stakeholders as needed; participates in identifying the root cause of any security violations and manages corrective actions and escalations related to individuals' violations of security procedures or policies.
• Promotes a positive and effective team environment by modeling best practices, leading regular team meetings and cross-discipline collaboration, and monitoring the status of work across their team and understanding the impact on customers and the business; provides and responds to constructive feedback on ways to work more effectively and inclusively within the team; holds themselves accountable for team morale.
• Leads, provides guidance, schedules, and provisions a team of technicians to achieve service-level requirements and quality of service according to agreed-upon requirements while also supporting technicians' work-life balance; ensures that resources and team capabilities are in place to drive execution of assigned work by established service and operational level agreements (SLA/OLAs).

Ownership

• Has pride and a sense of accountability for the service quality, completeness, and resulting user experience; displays accountability and ownership of the data center facilities; identifies unaddressed issues within his or her area of work, resolves, escalates, and/or finds the appropriate owner to ensure the highest level of quality service.
• Learns the client’s business and maintains a effective client focus to optimize resources and improve quality; articulates the impact of work performed within the Data Center to technicians.

Phyiscal Requirements (Applies to but is not limited to US-based Data Center roles)

• Occasional climbing of ladders.
• Frequent climbing of stairs and/or ramps.
• Prolonged standing.
• Occasional lifting 50lbs. / 22.5kg.
• Occasional push or pull 50-75lbs. / 22.5-34kg. with assistive device.
• *Normal visual acuity (near, far and peripheral with correction).
• *Normal color vision for electrical work.
• *Normal is defined via standard medical terms and applicable criteria.

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