Data Center Incident Program Manager - IC4

Responsibilities

• Provide comprehensive support for all incidents in data center critical operations, including monitoring, triage, and coordination of responses to issues involving power, cooling, HVAC, network, and other infrastructure systems to ensure uninterrupted service.
• Support the development and implementation of new training programs for data center teams, focusing on incident response best practices, system familiarity, and proactive risk mitigation to build team capabilities and preparedness.
• Identify opportunities to automate incident detection, alerting, and resolution tools, integrating with existing systems like BMS and EPMS to streamline workflows, reduce manual intervention, and improve overall response times.
• Manage and drive root cause analysis for incidents, collaborating with cross-functional teams to develop and implement corrective actions, track progress, and ensure lessons learned are applied to prevent recurrence.
• Work closely with Data Center Operations, engineering, security, and vendor teams to align on incident protocols, share insights, and foster a culture of continuous improvement in critical operations.
• Maintain detailed records of all incidents, RCAs, corrective actions, and outcomes. Generate reports for stakeholders to provide visibility into incident trends, resolution effectiveness, and areas for enhancement.
• Analyze incident data to recommend enhancements in processes, tools, and training, aiming to boost the efficiency, reliability, and resilience of data center operations.

Requirements

• Minimum of 3 years of experience in incident management, program management, or related roles within data center operations or mission-critical environments.
• Proven experience supporting incidents in data center infrastructure, including familiarity with systems like BMS, EPMS, power, cooling, and HVAC.
• Hands-on experience with root cause analysis, corrective action planning, and incident tooling automation in high-stakes settings.
• Knowledge of data center architecture, including network, servers, power distribution, environmental controls, and security protocols.
• Strong problem-solving and analytical skills to lead RCAs and drive solutions under pressure.
• Attention to detail in documenting incidents, tracking actions, and monitoring compliance.
• Excellent communication and collaboration skills for training support, cross-team coordination, and reporting.
• Ability to handle high-pressure situations with composure, prioritizing actions to minimize downtime.