Critical Environment Operations Manager

Overview

Microsoft’s Cloud Infrastructure and Operations (MCIO) is the engine that powers our cloud services. As a Critical Environment Operations Manager, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's over 200 online businesses including Bing, Office 365, Xbox, OneDrive and the Microsoft Azure platform.

Our infrastructure is comprised of a large global portfolio of more than 200 datacenters 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 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.

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.

Responsibilities

Data Center Operations

• Clarifies and refines strategic vision to communicate to their teams and drives alignment of operational strategies with a security-first culture. Brings suggestions including security enhancement to local management team and/or global leaders or partners. Reviews Objectives and Key Results (OKRs) and Key Performance indicators (KPIs) and provides input to improve or make KPIs and OKRs more efficient/effective. Understands key business drivers and where Data Center Operations (DCOPS) feeds into business success. Understands connections between different organizations and their related initiatives. Suggests or recommends risk-based decisions or escalates based on what is best for business and strategy, and without all the data. Frames DCOPs challenges in context of business expectations and drives business context. Understands key financial metrics, understands how to grow an organization, and exhibits a One Microsoft mentality. May change course and strategically delegates tasks.

• Influences guidelines that to ensure they are consistent with contractual service agreements and security standards. Holds team or organization accountable for ensuring third party compliance with Microsoft security, safety, and all other guidelines. Holds team or organization accountable for abiding by all service level agreements (SLAs). Evaluates and implements policy updates to enhance security posture across operations. Holds team or organization accountable for investigating root cause of policy faults, degradation, and security incidents and suggests improvement plans. Holds team accountable for policy plan improvements with focus on maturity and lowering costs. Drives alignment on dependencies, supplier contracts, success metrics, resource readiness, operational, supportability, and manageability criteria. Ensures audits, global and regional initiatives, and third-party guidelines are upheld. Drives accountability with landlord to adhere to MSFT service-level agreement.

• Advocates, follows, and adheres to processes and policy(ies) provided by security and safety governing partners. Reports immediately any safety or security issues or concerns. Ensures Root Cause Analysis (RCA) processes are followed when required. Makes recommendations for improvements to safety and security processes or procedures. Empowers and ensures team fosters and exhibits a culture of safety. Ensures no unauthorized or unescorted personnel access secured production environments, ensuring alignment with security practices and standards. Oversees and drives completion and validation of physical access list audits of personnel accessing secured production environments and related systems. Defines, specifies, and maintains physical space groupings for physical access across varying production environments. Manages non-compliance as needed, in collaboration with key stakeholders. Conducts regular reviews with health, safety, and security business partners. Evaluates regular security risk assessments of data center operations and prioritizes and aligns the design, build, and delivery of technology, tools, data, and processes to meet high security standards. Defines and communicates security Key Performance Indicators (KPIs) across teams and resolves complex action items.

• Demonstrates conscientiousness on cost, adheres to budget requirements, and regularly employs sound fiscal strategies to reduce costs or improve fiscal efficiency from best practices. Seeks input from team members or subject matter discipline experts as required to meet timely and accurate targets for budget allocation. Monitors employee's Purchase Orders (POs) and oversees team and organization After-the-Fact (ATFs) if present. Supports annual budget planning and forecasting exercises. Forecasts demand costs, drives awareness among business leaders on the business implications of service management issues, and negotiates with business leaders to win resources to ensure that the long-term value of the service is maintained. Works with the cost model and reporting system to enable the forecasting, tracking, reporting of costs, security and operational risks, and dependencies for a significant portion of the country or region. Articulates level of importance on priorities needed to maintain availability expectations. Adjusts plans based on assigned financial spend for the year. Plans and works with business partners on executing their requirements to maintain adherence to data center availability, security, and safety across their geographic scope. Approves or implements identified opportunities for cost reduction and efficiency.

• Assigns tasks and resources in alignment with other teams in the organization. Validates technical dependency and gap analysis to verify readiness for IT projects and ensures that technical dependencies are managed. Ensures that resources and team capabilities are consistent with expected service standards. Leads their team and champions broader efforts across the organization to achieve service requirements and service level agreements (SLAs)/operational level agreements (OLAs) for multiple services. Influences business partners to adopt solutions that optimize cost and business need. Understands and influences tooling mechanisms to manage resources and prioritizes the need to ensure critical roles within teams are appropriately staffed and developed. Ensures priorities are assigned based on business impact, manages accountabilities within and between teams, and makes appropriate tradeoffs. Focuses on team morale and recognizes team wins.

Data Center Work Environment

• Understands and drives changes which impact the work of others and proactively shares relevant information to enable continued workflow efficiency(ies). Participates in change advisory board (CAB) meetings. Drives change adherence and implementation completely in accordance with documented procedures, accurately, and in a timely manner. Drives business changes across the organization with clearly articulated plans and direction that ensure smooth implementation and minimize disruptions to the business. Proactively monitors the internal and external environment to anticipate opportunities to support or improve incoming changes or projects. Applies change management principles (e.g., PROSCI vs. ITIL) and guides their teams and organization during times of change with appropriate methodology(ies). If not already covered by other roles, drives and/or delivers release management overviews, meetings, or conversations with their team or organization to support understanding of broad-level change(s). Provides strategic guidance to teams on assessing the security implications of planned changes and drives implementation of mitigation strategies to ensure any identified risks are addressed before implementation.

• Delegates to promote growth and development of future leaders. Finds opportunities for collaboration across groups in the division, ensures that cross-team commitments are set, and achieves scale in their work efforts by enabling the work of others.

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.

Service Delivery

• Drives the analyses of Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) and provides direction to address observed trends or anomalies. Leads key processes, such as team and triage meetings, prioritizes work across the team, and rebalances priorities to respond to changes. Reviews contracts with landlords and third-party vendors, ensuring alignment with security needs and standards. Participates in regular operational meetings to review OKRs and/or KPIs. Analyzes data and collaborates with and influences internal business partners, clients, and vendors to improve OKRs and/or KPIs and increase efficiency. Identifies discrepancies in data and reports observations and partners with groups as needed to resolve improvement observations. Leverages data and analytics to determine, recommend, and secure needs for resources to deliver to OKRs.

• Drives stakeholder and cross functional partnerships. Develops, grows, and leverages relationships with clients and suppliers to ensure that all expectations and

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