Lead Operations Technician

Responsibilities

• Oversee daily operations of the data center, ensuring maximum uptime and optimal performance.
• Cookordinate and schedule maintenance activities, upgrades, and repairs to minimize service disruptions.
• Provide remote smart hands support for customer advanced issues/concerns.
• Assist Data Center Manager with other facility related tasks.
• Supervise and mentor a team of technicians, providing technical guidance and support.
• Develop and implement training programs to ensure team members stay current with evolving technologies.
• Follow Method of Procedures (MOP) for equipment & cabling maintenance.
• Provide remote hands and eyes support for customer advanced issues/concerns.
• Monitor and respond to alerts related to power, cooling, and network performance.
• Conduct routine inspections and preventive maintenance to ensure system reliability.
• Work with vendors and internal teams to coordinate maintenance and repairs.
• Perform routine physical inspections for alarm identification and operational issues based on building and equipment checklists.
• Handle both incoming and outgoing shipments.
• Diagnose and resolve hardware, connectivity, and environmental issues.
• Escalate critical incidents to senior engineers or management as needed.
• Document root cause analysis and follow-up actions for recurring issues.
• Serve as technical escalation point for other team members.
• Proactively manage ticket queue for timely request response and completion.
• Adhere to data center security policies, standard operating procedures, access controls, and compliance requirements.
• Escort and supervise third-party vendors and visitors when required.
• Maintain accurate records of equipment changes, incidents, and maintenance activities.
• Monitor security cameras.
• Provide security oversight and administration based on company standards through security control program, policies, and procedures.

Qualifications

• Knowledge of TCP/IP, LAN and WAN technology.
• Previous experience with a ticketing system.
• Must be able to work around high voltage or mechanical equipment to take readings.
• Must demonstrate personal motivation and enthusiasm.
• Previous customer interaction experience.
• Must have the ability to distinguish low impact from high impact problems with little direction.
• Able to understand complex solutions and relay effectively to customers.
• Experience and knowledge of Windows and Linux based servers.
• Adequate professional experience and knowledge to perform Job Responsibilities.
• Proficiency in using MS Office Suite and Windows-based computer applications.
• Prior experience particularly in the mission critical industry.