Manager, Data Center Operations

TierPoint is committed to practices that promote pay equity and transparency. The pay range for this role is $83,000.00 - $133,026.28, with actual compensation determined by factors including skill set, level of experience, geographic location, and other relevant considerations.

About the role

The Data Center Manager (DCM) will oversee all aspects of data center and building operations, including 24x7 staffing, facility infrastructure testing and preventive maintenance, service delivery, quality assurance, adherence to corporate standards and processes, and oversight of all hardware assets within the data center (internal and customer assets). This role requires the ability to manage multiple projects simultaneously, coordinate internal and external resources, and drive continuous improvement with minimal direct supervision.

Responsibilities

Managerial

• Provide quality internal and external customer service aligned with company values.
• Maintain staffing plans to meet business needs and objectives, including managing multiple teams, some in remote locations.
• Assist with new hire interviewing, review support capabilities, and establish plans to improve staff performance.
• Deliver employee communications through regularly scheduled group meetings, one-on-one sessions, and yearly reviews.
• Define employee goals and objectives and maintain staff schedules to ensure appropriate shift coverage.
• Task-manage resources for complex or high-profile installations.
• Oversee and drive projects to on-time completion.
• Develop positive relationships with all marquis customers and provide leadership in resolving customer issues.
• Enforce established policies and procedures.
• Establish and enhance operations processes to drive efficiency and lower operational costs.
• Plan and coordinate maintenance activities.
• Ensure appropriate levels of spares for all dedicated and managed servers and peripherals.

Technical

• Develop solution alternatives to work around customer problems.
• Demonstrate a solid understanding of electrical principles, networking, server computer services, and wide area circuit delivery.

Facilities

• Proactively assess data center facility requirements.
• Coordinate and oversee regular testing and preventive maintenance of critical facilities infrastructure.
• Demonstrate a solid understanding of critical facilities infrastructure (mechanical, electrical, life safety, security, etc.).
• Understand building management systems and controls, data center best practices (hot-aisle/cold-aisle cabinet placement, service space requirements, power distribution, network cabling, etc.), and physical security and access systems.
• Deliver accurate monthly facility capacity metrics.
• Enforce and adhere to all facility standards.

• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science or equivalent experience.
• A minimum of 7-10 years of progressive experience in a technology-based customer support and data center operations environment.
• A solid understanding of the service provider business.
• Ability to coordinate projects and programs to ensure quality standards, defined scope, and cost objectives are met.
• Ability to manage projects/programs from concept development through implementation.
• Ability to lead and direct the work of others, with or without a direct reporting relationship.
• Ability to exercise independent judgment and rely on extensive experience to plan and accomplish goals.
• Ability to support senior managers on operational projects and work with personnel at all levels within the organization.
• Ability to work evenings and weekends as required for critical maintenance activities.
• Commitment to being 'on-call' at all times.
• Previous personnel management in a shift-based environment.
• Strong PC skills and proficiency in using MS Office Suite and Windows-based computer applications.
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively, work on multiple projects simultaneously, and operate in a fast-moving, team-oriented, collaborative environment with tight deadlines.

Preferred Qualifications

• Prior experience in the data center industry.