Microsoft Corporation
Senior Program Manager, IT Process and Standardization
Microsoft Corporation, San Antonio, Texas, United States, 78208
Microsoft Cloud Operations and Innovation (CO+I) is the engine that powers our cloud services. Our infrastructure is comprised of a large global portfolio of more than one hundred datacenters and one million servers. Our foundation is built upon and managed by a team of subject matter experts, who work tirelessly to support digital services for more than one billion customers and twenty million businesses in over ninety countries worldwide.
Within CO+I, the Core Datacenter Services (CDS) team is responsible for delivering improving the overall availability and efficiency for Microsoft’s cloud business. The IT Process and Standardization (ITPS) team within CDS is seeking a Senior Technical Program Manager, IT Process and Standardization to drive the development and standardization of IT support processes across Microsoft's cloud infrastructure operations. This role will collaborate closely with Datacenter Operations and other engineering partners to define and implement IT service delivery processes, establish service level agreements, and integrate tools and standards to ensure quality outcomes. The successful candidate will manage and integrate IT processes into IT production support services delivered by Datacenter Operations including breakfix, fleet health remediation, and content migration, while also introducing new services to support engineering efforts.
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.
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.
This role is located either in one or all hub locations - Atlanta, GA, Washington, D.C., Redmond, WA, San Antonio, TX or Phoenix, AZ.
Relocation support will be provided, and successful candidates must relocate or reside within 50 miles of the hub office location.
This role is eligible for hybrid or remote work, up to 50%.
Responsibilities
Define and manage IT service delivery processes, including resource scheduling, task assignment, ticket management, and incident management.
Ensure processes enable Datacenter Operations to maintain service level agreements for IT production support services, such as breakfix, planned maintenance, fleet health remediation, upgrade and retrofit, simple change, investigation, content migration, audit, and inspection.
Integrate tools and standards to enable Datacenter Operations to use processes effectively, including tool and equipment checkout and maintenance.
Partner with training development and engineering partners to implement training programs to ensure compliance with IT work standards and processes.
Collaborate with engineering partners to adapt IT processes to meet new and evolving requirements across all cloud scenarios and datacenter designs.
Monitor and improve IT process predictability, efficacy, and efficiency to reduce time and cost to return-to-service.
Provide stakeholders with tools, reports, and escalation paths needed to monitor and manage IT work demand, forecast, queue, and fulfillment.
Qualifications
Required/Minimum Qualifications:
Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, datacenter operations, or product development
OR equivalent experience.
2+ years of domain knowledge within datacenter operations, server repair, information technology, and/or shop floor processes with experience mining these processes to produce insights.
2+ years experience managing cross-functional and/or cross-team projects.
Other Requirements:
Ability 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:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred/Additional Qualifications:
Experience in IT process management and cross-functional project management, or agile product development.
Excellent collaboration skills, with the ability to work effectively with engineering partners and stakeholders.
Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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
Microsoft will accept applications for the role until November 22, 2024
#COICareers
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
Within CO+I, the Core Datacenter Services (CDS) team is responsible for delivering improving the overall availability and efficiency for Microsoft’s cloud business. The IT Process and Standardization (ITPS) team within CDS is seeking a Senior Technical Program Manager, IT Process and Standardization to drive the development and standardization of IT support processes across Microsoft's cloud infrastructure operations. This role will collaborate closely with Datacenter Operations and other engineering partners to define and implement IT service delivery processes, establish service level agreements, and integrate tools and standards to ensure quality outcomes. The successful candidate will manage and integrate IT processes into IT production support services delivered by Datacenter Operations including breakfix, fleet health remediation, and content migration, while also introducing new services to support engineering efforts.
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.
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.
This role is located either in one or all hub locations - Atlanta, GA, Washington, D.C., Redmond, WA, San Antonio, TX or Phoenix, AZ.
Relocation support will be provided, and successful candidates must relocate or reside within 50 miles of the hub office location.
This role is eligible for hybrid or remote work, up to 50%.
Responsibilities
Define and manage IT service delivery processes, including resource scheduling, task assignment, ticket management, and incident management.
Ensure processes enable Datacenter Operations to maintain service level agreements for IT production support services, such as breakfix, planned maintenance, fleet health remediation, upgrade and retrofit, simple change, investigation, content migration, audit, and inspection.
Integrate tools and standards to enable Datacenter Operations to use processes effectively, including tool and equipment checkout and maintenance.
Partner with training development and engineering partners to implement training programs to ensure compliance with IT work standards and processes.
Collaborate with engineering partners to adapt IT processes to meet new and evolving requirements across all cloud scenarios and datacenter designs.
Monitor and improve IT process predictability, efficacy, and efficiency to reduce time and cost to return-to-service.
Provide stakeholders with tools, reports, and escalation paths needed to monitor and manage IT work demand, forecast, queue, and fulfillment.
Qualifications
Required/Minimum Qualifications:
Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, datacenter operations, or product development
OR equivalent experience.
2+ years of domain knowledge within datacenter operations, server repair, information technology, and/or shop floor processes with experience mining these processes to produce insights.
2+ years experience managing cross-functional and/or cross-team projects.
Other Requirements:
Ability 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:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred/Additional Qualifications:
Experience in IT process management and cross-functional project management, or agile product development.
Excellent collaboration skills, with the ability to work effectively with engineering partners and stakeholders.
Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 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
Microsoft will accept applications for the role until November 22, 2024
#COICareers
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .