Responsibilities

Core Focus Areas:

Help Power the Digital Transformation

• Defining IT services, process optimization opportunities and align 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 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).

Skills Required:

• 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 10+ years’ experience with at least 5+ 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 (desirable)
• Proven ability to work under minimum/remote supervision

ADDITIONAL CONTEXT: 

Reporting to the Area IT Manager, the role will be based in the India MCAPS HQ at Gurgaon and will provide support to MCAPS sites across India and will also provide support to India Noida portfolio and may additionally manage several Microsoft sites span across multiple cities in India which includes a portfolio of India Engineering groups (E+D, C+AI), CE&S, IGD, MS Store business groups.

The core areas of focus are: 

• Optimize IT
  • Working with the Area IT Manager 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 to provide quality communication to clients in the subsidiary
  • Manage demand and effective prioritization to optimize the use of the IT Management workforce via resource and capacity management
  • Work with the Area IT Manager to identify productivity challenges onsite and develop and execute readiness plans to meet required targets and increase user productivity
  • Drive adoption of new and improved services deployed in the Field through the provision of IT Readiness sessions to increase productivity of the users
  • 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 Inside Track
  • 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
  • Engage with internal Showcase clients to ensure awareness regarding the ITCC services available
  • Evangelize and grow the impact of IT Showcase

Engage with internal Showcase clients to ensure awareness regarding the ITCC services available.

Qualifications

Required (Must Have)                                                    

5+ years of experience in End User Support and IT Management

IT Operations Management for a multi-site / multi-country organization

Proficiency in Microsoft Server & Office Products            

Fluent English language skills (written and spoken)         

 Microsoft Certified IT Professional: MCITP         

Preferred (Ideal to Have)

ITIL         

Qualification:

Bachelor’s degree in Computer Science

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. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.