Job Description

Overview

As a Microsoft Senior Telemetry Service Operations Manager, you will own the availability, quality, and trustworthiness of critical environment (CE) telemetry across Microsoft’s global data center fleet. You will set operational standards and drive external providers and internal engineering teams to resolve complex issues, improve service performance, and reduce systemic risk.

Telemetry Service Operations (TSO) monitors telemetry availability and quality across Microsoft’s data center portfolio. The team takes a proactive approach by identifying availability, quality, and operational issues before they affect the teams that depend on the data. We validate issues before escalation, so partners receive actionable information.

Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As part of CO+I, you will play a key role in delivering the core infrastructure and foundational technologies for Microsoft’s online services, including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. CO+I supports the personal and professional development of employees through training, growth opportunities, career rotation programs, inclusion programs, and professional certifications.

Our infrastructure comprises a global portfolio of more than 300 data centers in 32 countries and millions of servers. It is built and managed by subject matter experts who support services used by more than 1 billion customers and 20 million businesses in over 90 countries.

With environmental sustainability and optimization at the forefront of our data center design and operations, we continue to grow and evolve to meet changing business demands.

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 achieve 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

• Own telemetry health for a region or external-provider portfolio; independently detect and validate complex incidents; determine severity, scope, and business impact in ambiguous situations; and identify fleet-level or systemic risks.
• Own complex and long-running incidents through their full lifecycle, set the standard for investigation and record quality, manage provider escalation paths, and drive accountability for remediation and service-level performance.
• Lead post-incident review and problem management for major, recurring, or high-impact issues; confirm root causes, assess wider fleet exposure, and drive corrective actions to closure across organizational boundaries.
• Set direction for closing telemetry-coverage and detection gaps, translate operational risk into prioritized engineering requirements, and lead automation and alert-tuning initiatives that improve detection coverage and reduce manual effort.
• Own service-acceptance standards, operating procedures, playbooks, and knowledge content for an assigned area, and resolve cross-team issues when telemetry does not meet readiness criteria.
• Define service measures and reporting, represent telemetry performance and external-provider accountability in operational reviews, and communicate risks and remediation status to leadership and partner organizations.
• Lead cross-team service-quality initiatives and mentor service managers and vendor staff, acting as an escalation point for difficult incidents, investigations, and external-provider engagements.
• Participate in a shared on-call rotation supporting 24x7x365 telemetry operations, including scheduled coverage outside standard business hours, weekends, and holidays, and serve as the senior escalation point for major incidents during those periods.
• Set a continuous feedback loop with downstream customers and act as the coordinator between users of the data and telemetry technical implementation groups.
• Embody our culture and values.

Qualifications

Required Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related technical field AND 4+ years of technical experience in service operations, service engineering, systems engineering, critical environment operations, industrial control systems, or incident management
• OR equivalent experience.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

While not required, we also look for the following Preferred Qualifications:

• Domain background in data center critical environments, electrical, industrial, or mechanical systems, gained through formal study or hands-on field experience.
• 5+ years of experience in an operational, mission-critical, 24x7x365 environment.
• 3+ years of experience leading incident, problem, or service-management work, including formal root-cause analysis, post-incident review, and corrective-action ownership; ITIL or equivalent service-management experience.
• Deep working knowledge of data center critical environment equipment, industrial control systems, and telemetry data flows, including generators, uninterruptible power supplies, power distribution units, switchgear, Modbus, or BACnet.
• Experience analyzing large operational datasets and defining service measures or dashboards using tools such as Kusto, SQL, Power BI, or Grafana.
• Experience holding third-party providers accountable through escalations and performance reviews and driving corrective action across teams without direct authority.
• Experience defining operational standards, playbooks, or service processes and mentoring less-experienced engineers or service managers.
• Deep working knowledge of data center critical environment equipment, industrial control systems, and telemetry data flows, including generators, uninterruptible power supplies, power distribution units, switchgear, Modbus, or BACnet.
• Experience using Kusto Query Language (KQL) or similar tools to query and analyze large-scale telemetry or operational data.

Technical Program Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

https://careers.microsoft.com/us/en/us-corporate-pay

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.