Field IT Manager II
1 week ago
Overview
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
The mission of Microsoft Digital is to power, protect, and transform the employee experience at Microsoft, as the voice of our digital transition in the market.
As part of Microsoft's Data Platform & Growth (DPG) organization the Experiences & Devices (E+D) division, we are responsible for reimagining and transforming end-user productivity across the breadth and depth of Microsoft's global workforce. This includes defining, creating/building, and delivering the vision for the Microsoft employee experience, human resources, corporate/legal affairs and real estate products, and running Microsoft's internal network and infrastructure plus campus modernization and hybrid solutions. Our work is focused on empowering Microsoft employees with the tools and services that define the future of work while showcasing an employee experience blueprint that inspires customers and partners to help them navigate their digital transformation. Our team is on the frontline, leveraging cutting edge technologies that allow us to innovate and experiment which creates unmatched career opportunities.
Job Description
Within Microsoft Digital (MSD) Organization, Global Support & Venture Integration delivers worldwide modern support experiences that consist of End User Support Services, Global Helpdesk, Audio Visuals (AV) Link, AV Life Cycle Refresh, Application Helpdesk Support, Executive Support, Site Support, Venture & Integration Support and Site Infrastructure Deployment services. Global Support & Venture Integration provides these services to over 200k internal users across 90+ countries, via multi-year Supplier/Vendor Contracts enabling this Employee Experience.
The Field IT Manager is accountable for deployment and operation of IT-related services, which support the Microsoft businesses internationally, and promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers.
The Field IT Manager is the field IT person delivering the foundation services that keep Microsoft locations connected including:
Deploying and operating IT services to our internal end users in Engineering Groups, Global Delivery, Customer Support and Services, MCAPS and R&D Centers around the world Collaborating with other IT Teams to prioritize and plan the infrastructure and services roadmap for all Microsoft locations Interacting with Site Leadership Teams to set the user expectations as well as working towards the user experience improvement Delivering high-impact customer engagements to support Microsoft in driving revenue, market share and Customer and Partner ExperienceThis position will be reporting to the Director FIELD IT MANAGEMENT, based in India and responsible for managing multiple Microsoft sites consisting of Engineering groups, Global Delivery, CE&S, Research and MCAPS.
Qualifications
Proven experience of IT operations or service experience for a multi-site / multi-country organization, including infrastructure deployment, user support, or IT management related experience Fluent in English language BS/BA in Computer Science or related discipline (preferred) A total of 8+ years' experience with at least 2+ years of those in vendor/procurement/services Strong written and oral communication skills, including public speaking abilities for both technical and business audiences. Ability to communicate at all levels in the organization as well as the ability to translate technology solutions into business solutions. Willingness to travel regionally and internationally. Work across different time zones Ability to deal with ambiguity and respond to unplanned demand. High emphasis and focus on Customer Satisfaction ITIL/Six Sigma training/certification/PMP/Agile Certifications (desirable) Proven ability to work under minimum/remote supervision.
Location: We are hiring in the following locations: Bangalore, India.
Responsibilities
Help Power the Digital Transformation
Defining IT services and process optimization opportunities and aligning with peer IT Managers globally to deliver improvements aligning to regional commitments and business requirements. Fiscal responsibility and budget oversight to help drive accuracy Providing quality and regular communication to end user clients and/or partners Jointly review with the other MS Digital EES teams, end user sentiment feedback and develop an action plan to address any improvement areas Driving adoption of new and improved services, identify productivity challenges and develop and execute readiness plans to meet required targets and increase end user productivity Partnering with workplace services team to expand and transform sites into most connected, accessible, and sustainable Intelligent Workplace. Advocate for our Customers
Supporting commercial engagements by sharing best practices and experiences through the IT Showcase program Evangelizing & driving awareness to increase customer engagements Supporting and encouraging adoption of all Microsoft Beta testing during product development cycle activities through local communication and readiness activities; and provide field insight feedback to relevant teams Contribute to Modernizing MS Digital Employee Experience
Supporting your peer IT community in managing outages and communicate with Service Management to evolve services and address issues Partnering and collaborating with teams from IT Service Management, Facilities, Finance, Security to drive excellence in delivery and communications Driving excellence in delivery and support in addressing issues, communicating, and evolving services Collaborating with your peers, innovative ways for adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future We seek someone who is collaborative, dedicated, a quick learner and adaptable (will be able to pick up a new technology with relative ease).ADDITIONAL CONTEXT:
Reporting to the Director Field IT Management IT, the role will be based in the India Hyderabad Microsoft Campus and will provide support to MS Hyderabad sites which includes a portfolio of India Engineering groups (E+D, C+AI) in IDC (India Development Center), CE&S (Customer Experience and Success) and IGD (India Global Delivery).
The core areas of focus are:
Optimize IT
Working with the Hyderabad and overall, India team to define IT improvements within the sites and deliver these improvements in line with regional commitments and business requirements. Operational Excellence is a key requirement for our delivery of our IT Infrastructure Services Drive IT Discretionary budget planning process for assigned sites in collaboration with the respective groups in IT and local Finance teams across the Asia's region/globe Support other IT Managers in managing outages that are not solved using normal escalation processes as well for regional wide outages. Ensure quality communication to clients on the sites. Manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management. Work with the team to identify productivity challenges onsite and develop and execute readiness plans to meet required targets and increase user productivity. Promote evolution of IT services to internal and external stakeholders Communication with Service Management to evolve services and address issues. Partner with the members of the Service Management functions, Facility, Finance, Security to drive excellence in delivery and communications.
Strengthen Business Partnership
Jointly review with the other IT Managers on Customer Satisfaction scores by country and develop an action plan to address issue areas based on identified IT Management components.
Lead with Innovation Thinking
Support all Corporate Beta testing during product development cycle activities through local communication, readiness activities and feedback to Corporate Engineering groups. Ensure to analyze the requirements of the area/countries and sites on driving innovation closely collaborating with Corporate Engineering groups. Develop in collaboration with your peers, innovative ways to adoption and deployment, creating scenarios/case studies and anticipating/modeling how IT may be managed in the future.
Support Market Advocacy
Support commercial engagements by providing competitive advantage through the IT Showcase program. Promote Microsoft technologies through experience and best practice sharing during IT Showcase sessions with external customers. Evangelize and grow the impact of IT Showcase Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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