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At Company, we're working to be the most customer-centric company on the planet! Company is a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent, innovate and ultimately improve the customer experience.
The Facility Operations Center (FOC) is a centralized team that provides 24X7 real time monitoring, incident response, communications management and reporting for all data center physical critical infrastructure globally. The prospective manager will have primary responsibility for overseeing operations for a single Facility Operation Center and may manage multiple locations. They will ensure optimal customer service by way of consistency, reliability and attention to detail.
The ideal candidate will need to have an advanced understanding of data center facilities infrastructure and knowledgeable in data center IT Infrastructure and how the two entities co-exist. The successful candidate will be responsible for the management of managers, entry level and middle level operating engineers as well as shift leads within the Facility Operations Center. The position will help ensure overall availability and reliability to meet or exceed defined service levels. Qualified candidates must also have experience functioning in a large-scale data center environment. The manager will assist in the development and execution of vision and goals for the Facility Operation center. This skill is essential, as the candidate will help lead alignment of the Facility Operations Center with the larger objectives of other business and peer organizations. The manager of this team will play a key role with growing the team to a standard of operational excellence.
The manager of Facility Operations is an individual who must lead by example. The nature of this position encompasses a balance of tactical and strategic planning to drive initiatives and deliver results. Facility Operations is a high impact customer and vendor-facing environment. The ability to work independently in a constantly changing environment and the ability to assess critical service affecting situations is an absolute must.
This is a representative list of the general duties that may be required of the position and is not intended to be all-inclusive.
Manage the team towards departmental and companywide goals
Hire, supervise, coach and develop FOC managers and engineers
Excellent and positive communications skills when working with customers, vendors and employees
Proven leadership capabilities including the skill to develop and motivate others
Oversee operations, escalations, ticketing and communications with customers (internal & external)
Develop and review metrics to drive performance and ensure the Facility Operations Center meets or exceeds established service level agreements
Ongoing development of processes and procedures to meet changing environment
Develop and review documentation associated with processes and procedures
Drive recommendations for tools develop which will increase productivity and team performance.
Must be able to support a 24X7 environment to include weekends and holidays.
Bachelor’s Degree in Electrical, Mechanical, Computer or other type of Engineering; or 7+ years of relevant work experience
5+ years of management experience
Experience leading a shift of 10+ engineers
Solid understanding of data center physical infrastructure equipment; strong understanding of control’s systems
Demonstrated project management skills
Able to remain cool, calm, and collected under high pressure situations while effectively managing multiple tasks
Proven success managing time and managing multiple projects in a high growth environment where priorities shift quickly
Superior verbal and written communication skills with high attention to detail
Demonstrated strong interpersonal skills when working with key decision-makers
Strong attention to detail and organizational skills
Comfortable driving creative solutions in a fast-paced environment, a strong advocate for our customers, and driven to create a best-in-class operating center
Experience prioritizing competing demands, scoping large efforts, and negotiating timelines
Professional traits that are not unique to this position, but necessary for success at Company:
Strong customer focus approach and perspective
Ability to review and work complex issues where analysis of situations and/or data requires an in-depth analysis of root cause and problem solving
Anticipates business priorities and develops action plans to meet those requirements
Able to dive deep and never out of touch with the details of the business or the technology
Take a lead role in the strategic direction of the team, striving for innovation and simplification
Results orientated and able to think beyond the status quo
Able to translate business requirements into functional action plans or technical solutions
Able to be the technical leader on supported services
Influence and drive best practices globally
Participate in the global hiring process by reviewing resumes, performing phone screens and interviewing candidates
7+ years’ experience supporting facility critical infrastructure a large-scale data center
5+ years’ experience in a Network Operations Center (NOC)
3+ years’ experience IT support
The ideal candidate not only understands data center IT Infrastructure, data center facilities infrastructure, and how the two entities co-exist, but has proven ability to work between the two groups
Meets/exceeds Company’s functional/technical depth and complexity for this role
Company is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age
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