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Data Center Technician Manager
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$74,100 - $182,200 a year
Full-time
- As a Data Center Technician Manager (DCTM), you will lead a team of technicians, providing expert guidance on performing hardware deployments, diagnostics on equipment, and hardware decommissions.
- As a Data Center Technician Manager, 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.
- Assigns tasks to technicians through tickets and monitors progress against Key Performance Indicators (KPIs) and established Service Level Agreements (SLAs); ensures work is appropriately prioritized and that resources and team capabilities are in place so that assigned tickets are completed within SLAs and meet KPIs; analyzes data related to technicians' performance on tickets and shares with Operations Management; may assign tasks to technicians using Labor Coordination System (LCS).
- Ensures that technicians support timely service resolution and compliance that meets or exceeds established Service Level Agreements (SLAs) by following procedures to report and escalate incidents; ensures that appropriate Designated Responsible Individuals (DRIs) communicate incident status updates with appropriate Microsoft data center operations management units; may participate in bridge calls for customer-impacting incidents.
- Identifies and develops needed skills of technicians on their team in alignment with service design to maximize efficiency; ensures technicians receive detailed guidance on specific tasks (e.g., deployments, break/fix) as needed and have access to on-the-job training (OJT) opportunities to develop knowledge and skills through hands-on experience; may complete additional training to obtain or maintain relevant role certifications.
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