Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer’s advocate within internal project teams.
Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.
What We Are Looking For
Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
Bachelor’s degree in Engineering, Information Technology, or a related field; or equivalent industry experience.
Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
Strong customer relationship management skills and a proactive, solutions-oriented approach.
Experience with hyperscale data center environments preferred
Knowledge of cloud infrastructure and associated customer technologies preferred
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
