Overview
IT Operations Manager (ITOM) role is clearly defined around owning IT project execution delivery, team leadership, team performance and operational control at site level including infrastructure capacity usage, compliance and governance. ITOM is responsible to deliver Deployment Efficiency, Operational Stability, Safety & Security adherence, and SLA performance.
Responsibilities
Manage all IT Development and IT Operations within the datacenter and ensure stable execution of deployment, break-fix, and operational activities (IT workload) align with SLA requirements including EHS, Security and Availability
Operations & Service Delivery Management including working with DC Technician Manager to manage shift-based IT operations activities
Provide direct escalation management for IT incidents including incident response / escalation bridge leadership and RCA preparation
Infrastructure, Capacity & Deployment Oversight including managing deployment cadence and execution planning, managing resources and IT infrastructure within the facility, managing IT load / critical power allocation, reviewing capacity planning vs power/cooling constraints, and coordination with DCPM, CE, and engineering.
Governance, Compliance & Security including managing physical access requests to comply with Safety requirements, Datacenter rules, Security policies, and perform regular assessments & reporting for audit readiness and SOP adherence
Reporting & Operational Visibility by monitoring and manage reporting on site access and operations including Operational dashboards (tickets, SLA, deployment), Compliance, audit tracking, and executive reporting.
Team Leadership & People Management by leading and manage team of Managers individual contributors (technicians/IT staff) , driving safety, security, and compliance culture, and develop team capability and performance including Technicians workforce leadership, Trainings & readiness and Talent development pipeline
Cross-Functional Collaboration by work closely with Data Center Infrastructure Operation Team from Mechanical & Electrical, Government Relation, EHS team and Security team, and stake holders prior to Operation such as Engineering and Project team and Customers, to ensure seamless delivery across functions.
Qualifications
- IT operations experience, preferably at an enterprise or hyperscale level data center); ensuring stable deployments, rapid break-fix resolution, and consistently high system availability in alignment with strict Service Level Agreements (SLAs).
- Proven ability to oversee round-the-clock (24×7) shift-based operations teams, ensuring continuous coverage, smooth shift handovers, effective workload distribution, and high-quality service delivery.
- Demonstrated expertise in critical incident management and escalation, with the capability to lead high-severity incident response bridges, coordinate timely cross-team communications, expedite recovery efforts, and drive thorough Root Cause Analysis (RCA) documentation.t
- Having knowledge of data center infrastructure and capacity planning, including oversight of large-scale deployment schedules, management of IT resource utilization (power, cooling, space), and effective coordination with facilities (critical environment) and engineering teams to optimize capacity without compromising performance.
- Deep understanding of governance, compliance, and security in data center operations: adept at enforcing physical access controls and safety (EHS) protocols, ensuring all activities adhere to security policies, and maintaining rigorous documentation for audit readiness and SOP compliance.
- Proficiency in monitoring and reporting on operational performance, including building and utilizing comprehensive dashboards and key performance indicators (KPIs) (e.g., uptime, ticket resolution, deployment progress, compliance metrics) to provide transparent operational visibility and clear executive-level reporting.
- Proven leadership and people management abilities, with experience hiring, mentoring, and managing teams of managers, shift leads, and technicians in a high-pressure 24×7 environment; skilled in developing talent, driving process improvements, and fostering a high-performance, safety-conscious culture.
- Exceptional cross-functional collaboration and communication skills, with a history of working closely with facilities (mechanical, electrical, EHS, security), engineering, project teams, and customers to ensure seamless coordination of data center operations and delivery across multiple disciplines.
- Strong technical background in enterprise data center systems and IT infrastructure, including familiarity with server and network hardware, storage solutions, virtualization platforms, and monitoring tools, combined with a mindset for continuous improvement and operational best practices
- Bachelor’s degree in Computer Science, Information Technology, or a related field and a minimum of 10 years of progressive experience in IT operations management, including senior leadership roles in large-scale, mission-critical data center environments operating 24×7.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**