Data Center Technician Manager

**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
**Datacenter Technician Manager **(DCTM).

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I 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, 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.

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 #COICareers #Buildthecloud #Changetheworld #WeSeeYou #RepresentationMatters #DCT

**Responsibilities**:
**As a Datacenter Technician Manager, your success will be measured by**:
**_Responsibilities_**

**_ 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 great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
- 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.

**_ Data Center Operations_**
- Shares expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning equipment.
- Reviews process changes to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines.
- 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.
- Assigns tasks to technicians 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.

**_Service Delivery_**
- Ensures technicians are trained on procedures for installation, deployment, replacement, and post-execution quality check processes.
- Investigates root causes of issues that may have impacted SLAs and takes proactive corrective action.
- Ensures that tasks assigned to technicians are appropriate for their individual capabilities and they have access to and complete relevant training.
- Shares updates with relevant stakeholders during service incidents and escalates issues with significant customer or business impact to appropriate experts and stakeholders.

**_ 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.
- Collects and reviews service metrics for their team to support service intelligence analysis.
- Partners with internal and external stakeholders to manage the removal of risks to personnel, 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 as needed and have access to on-the-job training opportunities to develop knowledge and skills through hands-on experience.

**_ Data Center Work Environment_**
- Conducts daily safety briefings, completes required safety training, and participates in on-site safety committees; ensures technicians are complying wit