Data Center Program Manager

Overview

As a Microsoft Data Center Project Manager (DCPM), you will perform troubleshooting for service incidents, manage assigned projects to meet service delivery objectives as well escalate to appropriate stakeholders to remove obstacles. You will also follow safety policies and procedures and participate in root cause analysis (RCA) of incidents. This job will allow you to build a solid understanding of data center procedures, engage in collaboration across various teams as well as provide mentorship across data centers by sharing best practices.

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

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.

Responsibilities

Data Center Operations

• Follows and adheres to processes and policy(ies) provided by security and safety governing partners. Reports immediately any safety or security issues or concerns. Participates in safety and security related Root Cause Analysis (RCA) processes as appropriate. Makes recommendations for improvements to safety and security processes or procedures. Fosters and exhibits a culture of safety. Ensures no unauthorized or unescorted personnel access in secured production environments, ensuring alignment with security practices and standards. Manages and regularly audits physical access lists for personnel accessing secured production environments and related systems. Conducts security risk assessments of data center operations and assesses the design, build, and delivery of technology, tools, data, and processes to meet high security standards with minimal guidance. Documents and tracks security Key Performance Indicators (KPIs) and identifies and escalates action items.

• Demonstrates conscientiousness on cost and adheres to budget requirements. Supports managers in creating budget forecasts. Provides input as needed to meet timely and accurate estimates on budget allocation. Manages POs end-to-end process, invoicing, accruals, and adheres to After-the Fact (ATF) policies. Supports and assists with the development of demand cost forecasts, drives awareness among direct-line managers on the business implications of service management issues. Monitors the cost model and reporting systems to raise awareness with any risks to future forecasting, tracking, reporting of costs, security and operational risks, and dependencies for a campus, 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. Identifies opportunities for cost reduction and efficiency.

• Engages with appropriate teams and resources to execute tasks or projects. Manages programs associated with area of responsibility.

• Understands strategic vision and Microsoft's security initiatives as communicated by leaders. Identifies potential improvements aligned with this vision, including security enhancements.

• Adheres to compliance and security standards with Data Center business units and contractual service agreements. Ensures third parties are compliant with Microsoft security, safety, and all other guidelines. Abides by all service level agreements (SLAs) to meet compliance requirements. Exercises judgement and discretion to suggest improvements to policies. Implements policy updates that enhance security posture across operations. Investigates root causes of policy faults, degradation, or security incidents and suggests improvement plans. Delivers policy plan improvements per Data Center business unit(s).

Data Center Work Environment

• Realizes that changes impact the work of others and proactively shares relevant information to enable continued workflow efficiency(ies). Participates in change advisory board (CAB) meetings. Supports implementation of changes in accordance with documented procedures accurately and provides feedback in a timely manner. Regularly scans the internal and external environment to help anticipate changes that could affect key projects. Develops an understanding of change management principles and their varying application. (e.g., PROSCI vs. ITIL). Assesses the security implications of planned changes with guidance and identifies and escalates risks.

• Collaborates and negotiates effectively with others to identify delegates to deliver results. Seeks guidance from management on delegation of resources.

Service Delivery

• Manages assigned projects or programs within a single discipline to meet service delivery Objectives & Key Results (OKRs) or Key Performance Indicators (KPIs). Participates in pilot programs or task forces to ensure smooth implementation for future service delivery. Escalates to appropriate stakeholders to remove obstacles. Applies a security-oriented perspective in escalation procedures to safeguard infrastructure integrity. Recommends improvements to service execution tooling standards and supports the adoption of standard toolsets across their discipline. Proposes the adoption of security-enhancing tools and practices. Applies information regarding changes resulting from escalations as communicated by managers or leaders as appropriate. Adopts and effectively leverages approved engineering released tools and systems to support day-to-day operational processes and procedures and protect against current and emerging threats. Supports escalation of issues to appropriate owner(s). Conducts audits or risk assessments for potential security vulnerabilities or threats.

• May assist others within or across data center teams in learning role, process, procedures, and best practices. Stays up to date on current changes and ensures others have awareness as needed. Seeks training opportunities that meet the interest of the business as well as own career goals and objectives. Completes required security, corporate, and/or mandated training and shares security best practices. Onboards new hires in the same role. May serve as a mentor in the mentorship program.

• Adheres to notifications to supporting incident management partners according to agreed upon Objectives & Key Results (OKRs) and/or Key Performance Indicators (KPIs). Analyses incident data and information to support Post-Mortem outcomes, Root Cause Analysis (RCA) details and associated presentations, including on security incidents. Recommends budget needed to make necessary service delivery improvements. Identifies and suggests solutions for problem management scenarios. Supports and participates in RCAs efforts where appropriate, for a specific discipline.

• Performs troubleshooting of service incidents and escalates, as appropriate, to achieve applicable Objectives & Key Results (OKRs) or supporting Key Performance Indicators (KPIs) with minimal disruption to the client and business. Partners with others across local teams/campus/metro as needed to troubleshoot and resolve issues. Identifies common and repeating cases or observations of service issues and shares with direct-line management. Develops an awareness of best practices to address and mitigate issues and reduce recurrence. Participates in applicable Incident Bridges for their workstream(s) and/or location(s). Applies security principles in daily operations and learns about secure approaches to products, processes, and tools in alignment with security initiatives.

• Monitors Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) and reports on trends and anomalies. Leads key processes, such as project, program or triage meetings, informing prioritization requirements for the team, and rebalances priorities to respond to changes. Reviews contracts with landlords and third-party vendors and evaluating alignment with security needs and standards. Participates in regular operational meetings to review OKRs and/or KPIs. Analyzes data and collaborates with internal business partners, clients, and vendors to improve OKRs and/or KPIs and increase efficiency. Identifies discrepancies in data and reports observations to drive reporting improvement opportunities.

• Participates in or may drive stakeholder and cross functional partnerships. Manages relationships with clients and suppliers to ensure that all expectations and operational, safety, and security requirements are clarified, understood, documented, and met. Communicates with clients and partners. Works with regional support teams to implement changes (e.g., reg

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