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Data Center Operations Site Manager

Austin, Texas, United States

Element Critical provides hybrid infrastructure solutions in an expanding portfolio of data center facilities across the country. Our mission is to meet the diverse needs of today’s business and technology leaders by delivering superior service and product offerings, cultivating trusted relationships with our customers, and motivating and enabling our employees. 

This is an opportunity to get involved near the ground level and grow exponentially with a company that is poised to execute. Come join our team!

OVERVIEW

Department: Customer Operations  
FLSA Status: Exempt
Job Location: Austin, Texas
Reports to: Vice President of Customer Operations
 
Element Critical is seeking to add an Operations Site Manager who aligns with our company values of accountability, integrity, grit, and problem-solving. 

We are seeking a qualified candidate with a minimum of 5 years of data center experience and a strong background in customer-facing roles. The position oversees 24x7 customer and global service desk operations, including service order fulfillment, remote hands, security, infrastructure monitoring, and customer communications. Responsibilities also include managing and developing technical staff, overseeing infrastructure maintenance and site security, leading cross-functional projects, and ensuring timely, high-quality service delivery.

RESPONSIBILITIES

Responsibilities will include, but not be limited to, the following:

  •  Manage Austin 24x7 customer operations including service order fulfillment, remote hands, and security operations.
  •  Manage 24x7 Global Service Desk Operations including customer communication, emergent event crisis coordination, BMS and network infrastructure alarm monitoring and acknowledgment, call center, NetSuite case management and dispatch, customer portal assistance, and monthly performance reporting.
  •  Assist HOU1 customer operations and service order deployment projects. Assist HOU1 with customer remote hands requests.                
  • Hire, manage, and develop Operations Technicians and security staff.
  • Manage personnel schedules including shift assignment and coordination, time-off, and overtime.
  • Prepare, document, and present staff evaluations, handle performance management issues.  
  • Develop and document standard operating procedures.
  • Oversee the training and education of personnel on infrastructure and network alarm monitoring and response.
  • Conduct individual and team meetings. Lead cross functional projects as assigned.    
  • Act as the delivery manager and subject matter expert for service order installation and main point of contact for technical issue resolution.
  • Complete service orders on time and ensure NetSuite inventory detail asset records are updated with quality and accuracy.  
  • Conduct site tours for clients and sales.
  • Build and maintain supportive working relationships with clients and sales account managers.
  • Perform customer and carrier circuit troubleshooting, installation, termination, testing, and labeling of new cross connects.
  • Perform installation of cage, cabinets, ladder rack, fiber tray and containment system.
  • Responsible for physical site security operations, access control and security guard supervision.
  • Maintain access control records and environmental procedures for compliance audit certifications.      
  • Supervise work performance by subcontractors to ensure adherence to standards, schedules, and specifications.
  • Maintain PDU panel schedules. Implement airflow management and energy efficiency standards and cost saving recommendations.
  • Support maintenance for critical infrastructure power, HVAC, fire detection and suppression, building management, local security and monitoring systems.
  • Manages the expedient resolution of all escalations and emergency response requests.
  • In the event of a customer service impacting telecommunications, network or infrastructure failure, lead investigation, resolution and publish findings in appropriate format.

REQUIREMENTS & QUALIFICATIONS

The ideal candidate will possess the following: 

  • Associate’s degree in computer science, Information Technology, or related field. Bachelor’s degree preferred.
  • 5+ years of Data Center Management and Operations experience.
  • Proven leadership and decision-making skills. Work well with teams and all levels of the organization.
  • Customer deployment installation and project management.
  • Site Security access control system installation, monitoring and maintenance.      
  • Knowledge of data center electrical power generation and distribution, mechanical equipment, UPS, fire detection and suppression, building management and security systems.
  • Knowledge of common network protocols such as TCP/IP and experience with fault isolating and troubleshooting including LAN and WAN.
  • Proficient with network testing equipment.
  • Extensive experience working with network hardware such as multiplexers, routers, switches, patch panels, and media converters.
  • Experience creating purchase requisitions for site improvement projects, budget planning and expense control.
  • Good oral and written communication skills.
  • Experience managing staff performance, conducting evaluations, coaching, and team development.

Element Critical is a well-funded, fast paced organization that is seeking to make several acquisitions over the next few years and develop into a very strong national player.  We offer the following benefits, in addition to a focus on growing our culture and engagement.

  • PPO and HDHP Healthcare Plans 
  • FSA and HSA with above market Employer HSA Match 
  • Dental and Vision Insurance 
  • Employer Paid Disability and Life Insurance 
  • Additional Group Insurances 
  • Paid Vacation, Sick, and Personal Leave  
  • 10 Company Paid Holidays 
  • Paid Parental Leave
  • 401k with up to 4% Employer Match 
  • Personal Development and Learning Opportunities 
  • Employee Referral Program

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