Job description
Cloud Ops and Innovation (CO+I) is the engine that powers Microsoft’s cloud services. The team is responsible for designing, building, and operating our unified global datacenters; managing the demand planning and capacity utilization of our unified infrastructure; and for operating 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. We deliver the core infrastructure and foundational technologies for Microsoft’s over 200 online businesses including Azure, Bing, MSN, Office 365, Xbox Live, Skype, and OneDrive. 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 24x7x365 to support services for more than 1 billion customers and 20 million businesses in over 90 countries worldwide.
Responsibilities
The Cloud Interconnection and Acquisitions team is responsible for the acquisition of Fiber, Edge, Egress and Peering solutions supporting all of Microsoft’s online services infrastructure. We work with the various engineering, capacity, and long-range planning teams as well as external suppliers to ensure the Microsoft network has the highest quality and availability globally.
We are currently seeking a individual to support the team that powers one of the world’s largest online services. This Technical Program Manager will be responsible for identifying, analyzing and driving root cause /fixes of Network contacting and delivery delays as part of a continuous improvement effort. This individual will be accountable for developing and implementing an end-to-end problem management process based on the ITIL framework pertaining specifically to our infrastructure delivery process. This person will also be responsible for owning the process, leading root cause analysis (RCA) activities, drive visibility, resolution and reporting for chronic & risk exception issues ensuring all tasks are tracked to completion.
Specific primary responsibilities include:
- Coordinate between various support teams to identify the root cause of all Network Delivery problems, create supporting documentation and drive problem tasks to prevent recurrence
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem
- Creating RCA’s and associated documents that identify and track problems through the lifecycle
- The ability to assess & apply the right sense of urgency in driving resolution for problems to meet the business need and monitor the effectiveness of the implemented solution (measured impact)
- Maintain information/data about problems and the appropriate workarounds and resolutions.
- Responsible for both reactive and proactive problem management
- Able to identify repeatable, chronic issues and identify root cause with plan
- Continuously improve & maintain the problem management process and related procedures
- Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of problem management process
- Present root cause analysis, reporting and remediation plans to Leadership Team and other Executive stakeholders
Other
- Embody our culture and values
Qualifications
Required:
- Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
-
2+ years experience managing cross-functional and/or cross-team projects.
- Telco, Network Engineering, NOC, Data Center or Hyperscaler experience
- 3+ years of working in or around network infrastructure
- 3+ years of experience in data analytics and reporting
Background Check Requirements:
ESO and Tented roles:
Candidates must meet Microsoft, customer and government security background screening requirements for this role. These requirements currently include, but may change, and are not limited to:
- Microsoft Cloud Screen Background Check: This position will be required to pass the Microsoft Cloud Screen background check upon hire/transfer and every two years after that while in this role.
Preferred:
- Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
-
6+ years experience managing cross-functional and/or cross-team projects.
- 5+ years of experience working in or around network infrastructure
- 5+ years of experience in data analytics and reporting
- 5+ years of experience in Problem Management discipline
- ITIL Practitioner certified or higher with a focus on Service Lifecycle and mainly within Service transition, operation and CSI
- PowerBI experience
- Extensive experience with process analysis, development, and implementation
- PMP certification
- Willing to travel up to 5%
Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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