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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 solid understanding of data center IT Infrastructure and data center facilities infrastructure and how the two entities co-exist. The successful candidate will be responsible for the management of entry level and middle level operating engineers as well as shift leads within the FOC. 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. This skill is essential, as the candidate will assist with aligning the FOC with the larger objectives of other business and peer organizations. The Manager of this team will play a 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 primarily tactical decisions but strategic input and thinking is a requirement. Facility Operations is a high impact customer and vendor-facing environment. The ability to work 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 all Engineers towards departmental and company wide goals
Hire, supervise and develop FOC 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 day to day FOC Operations, escalations, ticketing and communications with customers (internal & external)
Review metrics to drive performance and ensure the Facility Operations Center meets or exceeds established service level agreements
Ensure the FOC goes beyond what is required as defined by SLAs
Update and maintain documentation associated with processes and procedures
Continuously improve and assist in tools development that will increase productivity and team performance.
Professional traits that are not unique to this position, but necessary for success at Company:
Strong customer focus approach and perspective
Exhibit excellent judgment
Relentlessly high standards - never satisfied with the status quo
Able to dive deep and never out of touch with the details of the business or the technology
Strive for innovation and simplification
Strong results orientation and able to think big
A strong desire to work in a fast-paced dynamic environment
Root cause analysis and complex problem solving skills
Able to translate business requirements into technical specifications
Have a personal emphasis toward highly available and scalable global solutions
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 have 5+ years of relevant work experience
3+ years of managerial experience
5+ years experience working on or maintaining physical infrastructure equipment; strong understanding of control’s systems
5+ years’ experience working in a large-scale data center
3+ 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 improve the relationship between the two groups.
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
Established 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 command center
Experience prioritizing competing demands, scoping large efforts, and negotiating timelines
Meets/exceeds Company’s leadership principles requirements for this role
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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