As Microsoft's cloud business continues to grow the ability to deploy new offerings and HW infrastructure on time, in high volume with high quality and lowest cost is of paramount importance. To achieve this goal, the Cloud Hardware Manufacturing Engineering (CHME) team is instrumental in defining and delivering operational measures of success for hardware manufacturing, improving the planning process, quality, delivery, scale and sustainability related to Microsoft cloud hardware. We are looking for seasoned engineers with a passion for customer focused solutions, insight and industry knowledge to envision and implement future technical solutions that will manage and optimize the Cloud infrastructure.
The IT Director will be responsible for developing and maintaining a robust compute infrastructure for silicon development activities. The ideal candidate should have a proven track record in managing IT infrastructure in medium to large enterprises, with silicon development infrastructure experience in both on-prem and cloud computing. They will be responsible to ensure highest levels of efficiency and quality of service (QOS) metrics development. A subject matter expert on cloud aware EDA infrastructure. Come and guide Microsoft’s Silicon cloud journey.
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.
Responsibilities
- Develop and implement the strategic vision for the compute, network and storage infrastructure, ensuring alignment with business goals and objectives.
- Manage the compute infrastructure, providing leadership, guidance, and direction to team members.
- The IT Director must have expertise in cloud computing, including experience with the Azure , AWS or Google Cloud, to effectively manage the IT operation across both on-prem and cloud environments
- The IT Director must be an effective leader who can manage a team of IT professionals across both on-prem and cloud environments, communicate effectively, and provide direction and guidance to the team.
- Collaborate with design teams to provide customer-driven compute infrastructure solutions that support their requirements.
- Develop and maintain QOS metrics development for compute infrastructure, to ensure that service level agreements (SLAs) are met or exceeded.
- Ensure compliance with company policies and procedures, as well as leveraging industry best practices and standards.
- Continuously improve the efficiency for the overall spend on the budget for the compute infrastructure, ensuring that costs are kept under control and providing regular reports to senior management.
- Develop new and novel techniques for optimizing EDA work within the realm of Azure services
- Collaborate with EDA vendors, internal partners, and CAD team to evolve current compute strategy for handling EDA workloads in Azure
- The IT Director must be committed to continuous improvement and be able to identify areas for improvement and implement changes to enhance the efficiency and effectiveness of the IT department across both on-prem and cloud environments.
- Monitor industry trends and emerging technologies, making recommendations for new solutions or improvements to existing systems.
- 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.
Support Services
- Manages incident resolution beyond their portfolio for critical areas of the business (e.g., hardware, networking, services, apps). Ensures that all issues are documented, tracked, discussed, and resolved with consistent, complete communication throughout. Engages the correct stakeholders to address incidents. Proactively ensures awareness of issues, and keeps the business and leadership informed on status updates. Provides guidance on service availability, end-user device application/configuration, and connectivity issues. Applies advanced diagnostics to identify and correlate patterns between incidents, and guides downstream solutions. Uses patterns to inform prevention plans. Coordinates teams executing the work. Orchestrates change needed to resolve incidents. Facilitates debrief discussions to mitigate future issues.
- Oversees local site management in multiple locations and/or regions, providing direction to team members to keep their sites running and functional. Manages infrastructure deployments and service deliveries. Manages global execution of hardware installation, configuration, repairs, and support. Communicates
- Widespread plans to leadership. Manages global solutions for in-room, audio-visual, break-fix, and support. Communicates broad audio-visual solutions to leadership. Sets and shares standards for maintaining, using, and tracking audio-visual equipment. Manages initiatives to support executive customers/leadership and enable their work with minimal interruptions (e.g., for critical/large-scale meetings or conferences). Drives localized readiness efforts and feedback collection (e.g., focus groups) to ensure site can remain up to date.
- Partners across teams to support efforts to create automated solutions that are scalable (e.g., bots). Advocates upwards for solutions to be robust and self-serving. Influences design priorities. Advises on how to design solutions that fix themselves and/or provide knowledge to users. Draws conclusions for automated solutions, and uses insights to inform future iterations and improvements. Forms narratives to further drive support for new or improved solutions. Drives continuous improvement and enhancement of automated support solutions and technologies.
Engagement
- Drives engagement with a variety of customers and end users, including business leaders, on their wants/needs, and drives positive relationships. Provides change advisory and implements plans to address their concerns. Communicates impact of expected changes. Coaches team members on how to adjust messaging to different audiences. Thoroughly understands the voice of the customer (VOC), and articulates their perspective to leadership. Facilitates a feedback loop to communicate perspectives between customers and leadership, and manages messages out to the field. Aligns services to customer priorities. Influences customers and end users to manage expectations and guide direction for service.
- Manages multiple supplier portfolios, and ensures optimal delivery and support of products/services. Leads decision-making with supplier leadership. Assists in contract negotiations with supplier organizations. Partners with suppliers to meet goals and objectives, and monitors performance metrics. Communicates with supplier managers. Provides dotted line supervision to hold supplier team accountable for outputs. Advises on platforms to leverage from external suppliers.
Continual Service Improvement
- Uses data and trends to create a compelling narrative for driving support services. Takes insights from data and creates plans to improve user experiences, leveraging an expert-level understanding of what drives demand for support services holistically. Uses data to improve volume and pull appropriate levers. Documents the user journey and creates a compelling story for multiple user groups. Presents stories to leadership. Leads and evaluates methods to track and report metrics (e.g., on productivity, product usage, tickets, satisfaction). Drives evaluation of tool performance. Uses data to provide insights to enable experience improvements and to influence decisions with leadership. Sets and shares best practices for capturing and cleaning data. Champions data security and privacy standards across teams.
- Leads planning and implementation of novel ideas and processes for the organization. Shares creative plans with leadership. Leads special initiatives in improvement areas around service improvements that have regional impact. Influences leadership for buy in on initiatives and direction for changes. Influences prioritization of ideas through identification of risks and construction of mitigation plans.
- Leads the creation and planning of tools to provide worldwide support. Leads continuous improvement of tools. Establishes clear plans for improving and scaling tools, and shares with leadership. Engages with other platform owners to drive business opportunities and identify needs. Feeds support solutions into the ecosystem, and drives alignment with overall Microsoft strategy.
- Uses extensive technical and business knowledge in a variety of areas (e.g., computers, audio-visual equipment, networking) to forecast and resolve downstream obstacles. Acts as a resource for technical knowledge for leadership. Relays experience and knowledge outside of technical expertise to guide development of other employees. Mentors and empowers team members to increase their technical/technological knowledge and business acumen and share with others. Acts as a trusted advisor across geoscopes. Advises on local decision making in line with global standards. Highlights risk scenarios and influences local business decision making (e.g., for unique deployments).
Program/Project Management
- Identifies business needs within Microsoft, as well as within customer relevance broadly. Owns opportunities and solutions to potential obstacles. Drives continuous user understanding and communicates insights to teams. Formulates and aligns vision to meet expectations of stakeholders. Plans and leads the most optimal support delivery methods. Plans, implements, and champions processes or tools that improve resource utilization beyond existing ones to leaders. Owns budget allocation and management for specific projects.
- Monitors and evaluates new Microsoft product, technology, device, and/or service adoption and satisfaction. Communicates results with leadership. Guides training and communication with senior stakeholders on best uses of new products and services. Establishes readiness best practices. Follows changes in the environment and learns new technologies (e.g., software, hardware) to drive support options. Forecasts changes to the user experience due to new technologies and changes in the environment, and creates a compelling story to drive adoption of these technologies.
Other Embody our culture and values
Qualifications
- 6+ years experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management at a large scale (e.g., global, multi-sites, multi-countries, across organizations)o OR equivalent experience.
- 5 years' experience in compute infrastructure development and maintenance.
- Bachelor's Degree in information technology (IT), Computer Science, or related field (e.g., Electrical Engineering) AND 8+ years experience in managing IT operations, technical support, customer service solutions/delivery, or service management
- OR equivalent experience.
- 3+ years global project leadership/management experience, preferably in a remote environment.
- 3+ years people management experience on a large, diverse scale
- Master's degree in Computer Science, Information Systems, or a related field.
- Minimum of 10 years' experience in managing IT infrastructure, with at least 5 years' experience in compute infrastructure development and maintenance.
- Experience managing on-prem and cloud computing environments.
- Proven track record of delivering results and meeting SLAs.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with design teams and managed service companies.
- Customer-focused, with a deep understanding of customer requirements and the ability to deliver solutions that meet those requirements.
- Experience managing budgets and developing financial reports for senior management.
- Analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
Corporate Technology Support M5 - The typical base pay range for this role across the U.S. is USD $112,200 - $194,800 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 $142,200 - $213,200 per year.
Learn more about base pay ranges and pay equity: https://careers.microsoft.com/us/en/us-corporate-pay
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.