MARC Technician

About the role

As part of the Operations Support & Readiness team, you will work with highly motivated engineers, experts, and innovators in the data center industry. The Monitoring, Analysis, Response, and Communication (MARC) Technician will have a direct impact on the overall customer experience by assisting in monitoring critical events, coordinating incident communications, supporting operational response activities, managing multiple projects, and meeting demanding timelines. This role involves developing and executing plans to establish and complete department goals, continuously monitoring site conditions, and triaging alarms to standardize responses to critical issues across the portfolio. You will provide both reactive and proactive support to operational facilities teams, directly impacting site operations, productivity, customer communications, and overall operational success.

Responsibilities

• Assist in the strategic direction for operational monitoring, incident response, and communication processes.
• Ensure all safety procedures are followed and assist in developing training programs to increase team capabilities.
• Be part of a 24/7/365 team responsible for monitoring site conditions and supporting incident response and management.
• Support the operational aspects of the incident management process to protect, maintain, and improve the value of the data center portfolio.
• Assist in site incident investigations using structured problem-solving methodologies to identify root causes of failures.
• Demonstrate the ability to self-start, be responsive, and be creative when identifying solutions.
• Identify opportunities to improve quality, customer service, operational effectiveness, and cost performance while assisting with the execution of approved plans.
• Assist in the creation of reports, incident summaries, dashboards, and presentations for senior management.
• Assist Management in ensuring optimal rollout and training of standard tools, processes, and systems.
• Support utilization of monitoring platforms, alarm management systems, and operational reporting and trend analysis tools.
• Develop and maintain strong working relationships across all levels of the organization while serving as a trusted partner to operational teams.
• Manage multiple project deliverables, requirements, and complex operational situations.
• Prioritize workload and manage resources under pressure during critical incidents.
• Assist in MARC-led Root Cause Analysis (RCA) activities, incident reviews, and corrective action tracking.

Qualifications

• Three to five (3-5) years of data center, operations center, incident management, or related experience preferred.
• Proven track record of cultivating strong relationships with internal stakeholders, vendors, and customers.
• Excellent communication, teamwork, organizational, and problem-solving skills.
• Proficient with Microsoft Office Suite and operational management software.
• Demonstrated understanding of engineering documentation, alarm monitoring systems, electrical diagrams, and standard operating procedures.
• Multilingual skills are a plus.

Education / Certifications

• High School diploma required.
• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Operations Management, Communications, or a related field preferred.

Schedule

• 12-hour shifts, 7 PM to 7 AM or 7 AM to 7 PM.
• 3 days one week, 4 days the next week.

Fast-paced operational environment.