IT Service Operations Manager

Last updated 2 days ago
Location:Redmond, Washington
Job Type:Full Time

The CSS Business Intelligence team is chartered with delivering strategic & operational insights to a variety of key business stakeholders, including the CSS LT, CSS Delivery Managers, and cross-Microsoft stakeholders requiring support data insights. We are chartered with two critical, strategic objectives: simplify the data & insights stream for CSS leaders and enable business transformation with an intense focus on creating & delivering customer centric insights. Our goal is to foster an insights-driven culture and enable the entire organization to make data-driven decisions. To achieve this, we are transforming our data platform capabilities and creating one logical repository & standard taxonomy for all our CSS data.
The IT Service Operations Manager is a critical role on the CSS BI team. You are an authority on infrastructure & service engineering design, implementation, and management. You and your team are responsible for the design and implementation of our service delivery systems & infrastructure that support all data engineering, analytics, and platform development. You and your team will carry key accountabilities to ensure the highest standards of security & data compliance, as well as high quality operations. Additionally, you will need to build, develop, and lead a high performing team of Service & Operations Engineering ICs to successfully execute on our roadmap & strategic objectives. In this role, you will need to be well versed in DataOps, especially where Agile development, DevOps, and Continuous Improvement intersect.
And – since we’re in the midst of our own digital transformation, you will also need to be adept at managing constant business change, rapidly evolving requirements, adjustments in strategic direction, and emerging technologies. You, your team, and our supporting services & operations will need to be agile and flexible, yet strong and disciplined. This is an amazing opportunity to be at the center of building a showcase worthy data capability to support an organization that interacts with thousands of our customers every day.


Key Accountabilities
  • Build, develop, and lead a high performing team of Services & Operations Engineers to design & implement modern infrastructure and services to support our big data platform & analytics capabilities
  • Define & execute our services & operations engineering, implementing via Microsoft’s latest cloud technologies, applying strong engineering principles.
  • Deliver automation & lean processes to ensure high quality throughput & performance of the entire data & analytics platform.
  • Meet & exceed SLAs for reliable uptime, consistency, data quality, and tight controls around process variances.
  • Establish processes and SLAs for Incident Management for end user support.
  • Ensure protection and compliant use of our data across all solutions as outlined by Trust and Integrity Protection team.
  • Secure the infrastructure by implementing latest monitoring capabilities available on Azure and ensure best practices are followed per guidance from Microsoft Security teams.
  • Establish and streamline access control policies for data access.
  • Ensure data quality assurance and establish SLAs for data publishes.
  • Establish frameworks and processes for platform communications and notifications.
  • Partner with data engineering teams to drive automation for platform release management.
  • Manage Azure Infrastructure and spend.


Required Qualifications:
  • 4+ years of people management experience.
  • 6+ years of experiencing working as part data operations teams for BI platform, including robust experience developing solutions in Azure or AWS
  • Demonstrated experience developing in Azure Databricks, Spark and/or other Big Data technologies.

Preferred Qualifications:

  • Expertise in T-SQL and SQL development using stored procedures & frameworks.
  • Understanding of Privacy and Compliance aspects of data storage & processing as it relates to GDPR and PII.
  • Experience delivering data solutions via Agile and/or DevOps methodologies.
  • Excellent problem solving, critical thinking, and communication skills.
  • An attention to detail with self-discipline and a drive for results.
  • A passion for finding solutions to hard problems at scale and operationalizing them
  • Demonstrated ability to work in ambiguous situations and across organizational boundaries.

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.