Data Center Technician Lead

Job description

Microsoft’s Cloud Infrastructure and Operations (MCIO) is the engine that powers our cloud services. We deliver the core infrastructure and foundational technologies for Microsoft's over 200 online businesses including Bing, MSN, Office 365, Xbox Live, Skype, OneDrive and the Microsoft Azure platform. Our infrastructure is comprised of a large global portfolio of more than 100 datacenters and 1 million servers.

Our portfolio is built 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. We are responsible for designing, building and operating our unified global datacenters; managing the demand planning and capacity utilization of our unified infrastructure; and responsible for all of the operations needed to run the physical infrastructure (including supply chain, hardware, power, security, and workflow teams). We focus on smart growth with an emphasis on automation, data driven engineering, cost-effectiveness and environmental sustainability. At the forefront of the action in MCIO is our Datacenter Operations Group.

As a successful Datacenter Technician Lead, your performance objectives will consist of:

• Empower a culture of safety, security, and compliance in all aspect of datacenter activities  

• Establish and enhance strong working relationships with customers  

• Ensure to align operation and programs to Microsoft’s big picture and goals  

• Plan, manage and communicate end-to-end project plans with stakeholders and teams  

• Identify risks and opportunities and communicate with stakeholders and teams  

• Encourage team to share lessons learned, best practices and innovations on process/procedures and tools to improve efficiencies and productivity  

• Responsible for people management which includes performance reviews, career coaching and career growth discussions

• Lead a team of data center technicians responsible for hardware installation, cabling, power cycles, swap out of failed components, and perform troubleshooting

• Performing shift-based tactical management tasks such as prioritizing ticketing queues, working to resolve escalations (or further escalate if needed) and clearing blocking issues to enable continued delivery of datacenter support activities • Manage resource scheduling to ensure meeting SLAs and project deliveries

• Primary point of contact for technical and customer escalations during shift

• Proactively identify and respond to high-priority events effectively

• Provide hands-on support to DCT team as needed during high volume work activity

Required Skills and Experience:  

• At least three (3) years of experience supporting IT equipment or related technology

• Ability to support frequent standing, walking, pushing, pulling, bending, reaching, lifting up to 50lbs, and working at heights

• Strong written, verbal, and interpersonal skills

• Valid license to drive standard street-legal automatic transmission vehicles within your DC’s local jurisdiction

• Flexibility to work non-business hours (shifts) that may include weekends and/or holidays

Preferred Skills and Experience:  

• BS/BA in Computer Science, Math, Telecommunications, or equivalent work experience

• Prior experience leading and motivating a diverse, technical workforce of up to eight employees

• Applicable certifications: CompTIA, Microsoft, Network Certifications

• Strong working knowledge of physical IT infrastructures (e.g. Servers, SANs, Networking, etc.)

• Basic working knowledge of CE infrastructures (e.g. UPS, Generator, AHU, etc.)

• Experience operating heavy-load movement equipment (pallet jacks, chassis lifts, etc.)

• Perform and execute organization’s safety programs and policies, and compliance knowledge assessments