Partner with technicians, engineers, program managers, and SMEs to capture institutional knowledge and convert it into sustainable operational procedures.
Establish documentation standards, governance, and review processes to ensure accuracy, quality, consistency, and long-term maintainability.
Drive continuous improvement initiatives by leveraging operational data, incident trends, lessons learned, and stakeholder feedback to refine procedures and workflows.
Lead documentation efforts resulting from incident response, RCAs, region expansions, infrastructure deployments, and operational changes.
Apply ITSM disciplines; ITIL experience preferred.
Support new region builds and expansions (remote and onsite) to meet quality and schedule goals.
Serve as liaison with project teams and engineering to manage timelines, dependencies, and capacity needs.
Partner cross-functionally to uphold safety, readiness, and operational excellence during builds.
Oversee installations, repairs, inventory, and logistics.
Guide replacements/upgrades and support site improvements through implementation.
Plan and execute rack deployments, installs, and physical network changes.
Drive preventative maintenance and facility optimization (airflow/pressure, containment, power trains) to improve stability and efficiency.
Provide support for complex escalations.
Evaluate operational processes, workflows, and support models to identify opportunities for simplification, automation, standardization, and risk reduction.
Develop measurable improvements to operational procedures and track outcomes through defined success metrics.
Drive adoption of new processes through documentation, training, stakeholder engagement, and operational change management.
Champion a culture of continuous improvement by promoting knowledge sharing, operational excellence, and process discipline across Data Center Operations.
Required Qualifications
Experience in data center operations, technical support, and/or engineering.
Working knowledge of power, cooling, structured cabling, and connectivity.
Basic understanding of network architecture and common protocols.
Knowledge of OCI and cloud computing concepts.
Experience supporting enterprise customers with a strong customer-outcome mindset.
Ability to diagnose issues, identify root cause, and deliver durable fixes.
Hands-on experience with enterprise server, storage, and networking technologies.
Server administration experience, especially Linux/Unix.
Demonstrated experience creating technical documentation, operational procedures, runbooks, knowledge articles, and engineering standards for technical audiences.
Proven ability to transform complex technical concepts and operational activities into clear, concise, and actionable documentation.
Experience analyzing, designing, documenting, and improving operational processes in a technical or engineering environment.
Strong process engineering mindset with the ability to identify inefficiencies, develop scalable solutions, and drive operational standardization.
Excellent written and verbal communication skills with exceptional attention to detail and documentation quality.
Experience developing operational documentation programs, knowledge management systems, or documentation governance frameworks.
Experience applying Lean, Six Sigma, or other continuous improvement methodologies to operational process design and optimization.
Experience leading cross-functional process improvement initiatives in data center, cloud, infrastructure, or technology operations environments.
Key Responsibilities
Data Center Site Portfolio Management:
- Independently responsibility for at least one and occasionally multiple Data Centers.
- Performance Monitoring and Analysis:
- Leads performance trend analyses related to capacity, temperature, availability, cleanliness, and other aspects. Identifies significant patterns, and suggests operational improvements.
- Proactively monitors facility health at all times (power, cooling, security) and develops and implements major enhancements.
- Partners across functions and regions to identify, measure, and improve processes in alignment with industry best practices (e.g., Lean, Six Sigma), lead significant improvement projects, and ensure alignment with strategic objectives.
Issue Management and Automation
Leads the on-the-ground resources to resolve incidents and performs accurate communication on execution.
- Oversees and provides support for escalated complex technical issues.
- Triages and/or escalates issues, and implements advanced automation, scheduling, and monitoring tools to mitigate potential problems effectively.
- Identifies, documents, and validates issues, processes, and solutions, ensuring the data center knowledge base is comprehensive and up-to-date.
- Prepares for, and when needed executes incident or crisis management protocols in alignment with business continuity plans.
- Performs Root Cause Analysis (RCA) following crises or incidents, and updates documentation to capture process improvements.
Data Center Expansion Support
- Leads and oversees new region builds and expansion activities, both onsite and remotely.
- Acts as primary liaison with project teams and data center engineering, ensuring all timelines and capacity needs are strategically managed for expansion projects and site builds.
- Collaborates closely with project teams on critical aspects of expansion projects and site builds to deliver high standards.
Installation and Maintenance
- Provides oversight for installations, repairs, inventory management, and logistics tasks.
- Directs efforts to replace and upgrade components.
- Advises on high-level purchases or upgrades for data centers and oversees implementation.
- Leads planning and execution of rack deployments, installations, and network physical infrastructure upgrades/changes.
- Ensures proactive maintenance of the Data Center facility with regard to efficiency and stability (e.g. containment, air flow & pressure, power trains).
Core Responsibilities Planning & Execution: Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative. Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines. Collaboration & Partnership: Collaborates across the organization to align on expectations and achieve shared objectives. Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected. Problem Solving: Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices. Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions. Reviews, contributes to, and documents problem solving strategies. Continuous Learning: Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices. Proactively seeks and leverages ongoing feedback and training to improve skills. Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams. Continuous Improvement: Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders. Solicits feedback from others on ideas for alternative approaches and methods for continued improvement. Performance and Development: Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.
