Critical Environment Operations Manager - CTJ - Poly

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a Microsoft Critical Environment Operations Manager (CEOM) on the U.S. Government Airgap team, you will serve in a key leadership position responsible for delivering the core infrastructure and foundational technologies for Microsoft’s dedicated online services supporting the U.S. Government.

While our U.S. Government dedicated datacenter operations team has a sharp focus on serving our U.S. Government customers and helping them achieve federal missions, together, all of Microsoft’s Cloud Operations & Innovation (CO+I) 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.

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.

Critical Environment Operations

• Advocates, follows, and adheres to processes and policies provided by security and safety governing partners.
• Demonstrates conscientiousness on cost, adheres to budget requirements, and develops 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.
• 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.
• Leads the team to achieve service-level requirements and objectives, including metrics and quality of service reporting, and to measure attainment of agreed-upon requirements.
• Ensures priorities are assigned based on business impact, manages accountability within the team, and makes appropriate tradeoffs.
• Focuses on team morale and recognizes team wins.
• Suggests or recommends risk-based decisions or escalations based on what is best for business and strategy.
• Exhibits a One Microsoft and ownership mentality.

Service Delivery

• Ensures key stakeholders are involved with the 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.
• Participates in, or ensures appropriate subject matter expertise participation in, applicable Incident Bridges for their workstreams and/or location.
• Presents incident Post-Mortem outcomes and/or approves Root Cause Analysis (RCA) and Post-Mortem reporting. 
• Manages multiple complex projects or programs within a single discipline to meet service delivery Objectives & Key Results (OKRs) or Key Performance Indicators (KPIs).
• Drives adoption of approved engineering released tools and systems with their team(s) to support day-to-day operational processes and procedures while providing feedback and perspectives regarding tooling performance and quality.
• Analyzes data and collaborates with internal business partners and vendors to improve Objectives & Key Results (OKRs) and/or Key Performance Indicators (KPIs) to increase efficiencies.
• Manages relationships with suppliers to ensure that all service expectations are clarified, understood, documented, and met.

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.

Data Center Work Environment

• Learning and living the One Microsoft culture and values. Lead through change by bringing clarity, generating energy, and delivering success. 
• Understands and drives changes which impacts the work of others and proactively shares relevant information to enable continued workflow efficiencies.
• 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.
• Applies change management principles and guides their teams and organization during times of change with appropriate methodologies.

Ownership

• Maintains a clear understanding of the importance of the mission-critical data that resides in an AGC Data Center secure work area and thereby appreciate the need to always maintain a 100% available and secure operational environment.
• Maintains pride and a sense of accountability for the service quality, completeness, and resulting user experience, display accountability and ownership of the data center facilities.
• Learns the customer’s mission and maintains a strong customer focus to understand the impact of their work when completing tickets and assigned tasks.

Security

• Understand, follow, and always ensure secure operations. This includes successfully maintaining the required security clearance required for site access.  Site security procedures must be maintained to ensure customer trust.
• Work activities occur in a high security, high compliance environment subject to customer regulations. Complex activities must be completed with no external connectivity so advanced critical thinking skills are a must. The work environment allows no Personnel Electronics Devices such as cell phones and smart watches are prohibited in operational areas.
• Multiple support functions will require constant transitioning between secure and non-secure work areas that will require comprehensive procedures to ensure spaces are accessed and secured utilizing multiple security tools and methods for compliance.
• Complies with strict security and data management procedures and policies that are subject to constant physical security and customer audits, to include strict limitations on how equipment is stored within or transitioned out of secure work areas.
• Completes all required security training, escorts uncleared vendors or IT support on-premises, and appropriately takes action and alerts others to security concerns and/or incidents.

Required Qualifications:

• High School Qualification or equivalent AND 3+ years 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) OR equivalent experience.

Other Requirements:

Security Clearance Requirements: Candidates must be able 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:  
 

• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• 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 & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance  

Preferred Qualifications:

• 5+ years experience in Critical Environment infrastructures (e.g., UPS, Generator, AHU) AND 5+ years experience working in physical IT infrastructures (e.g., Servers, SANs, Networking, Capacity, DC Rack/Enclosures, structured cabling)
• Experience managing budget of $500k+
• Bachelor's Degree in Computer Science, Math, Telecommunications, Electrical/Mechanical Engineering, Supply Chain Management or related field.
• 3+ years 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.
• Bachelor’s Degree or Technical College certification in mechanical or electrical engineering and/or services 
• Experience working on large scale CE projects  
• Experience with the operation of IT infrastructure (Servers, SANs, Networking, etc.) 

Data Center Operations Management M4 - The typical base pay range for this role across the U.S. is USD $102,600 - $202,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,500 - $225,800 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.