Technical Operations Manager

A Technical Operations Manager in the datacenter organization is responsible for overseeing the operational integrity, maintenance, and efficiency of the data center's infrastructure and technical teams. This role focuses on ensuring that the data center's physical infrastructure runs smoothly and meets performance and availability standards, while aligning with the organization’s broader business objectives.

Responsibilities:

1. Infrastructure Management: Ensure the data center’s power, cooling, and physical infrastructure (including servers, racks, and networking equipment) are properly maintained and optimized to maximize uptime.

2. Team Leadership: Oversee and develop a team of technical staff responsible for day-to-day operations, including an onsite asset manager, fostering a culture of accountability, collaboration, and continuous improvement.

3. Ticketing System Oversight: Monitor and manage break-fix tickets through the organization’s ticketing system, ensuring issues are prioritized, assigned, and resolved in a timely manner by appropriate team members.

4. Response and Resolution Coordination: Coordinate responses to tickets that involve hardware repairs, component replacements, or network/server troubleshooting. Ensure timely dispatch and effective resolution by qualified personnel.

5. Tracking and Reporting: Track ticket progress to ensure issues are resolved within agreed Service Level Agreements (SLAs), and provide regular performance reports to senior management, covering metrics such as ticket resolution time and uptime.

6. Incident and Problem Management: Lead troubleshooting and incident management efforts for technical issues, including power failures, equipment malfunctions, or connectivity problems, aiming for swift resolution and minimal downtime.

7. Vendor and Asset Management: Manage relationships with external vendors for hardware, software, and facility services; oversee data center assets, from procurement to installation and lifecycle management.

8. Capacity and Performance Planning: Monitor infrastructure performance to meet current and projected demand, planning for necessary upgrades or expansions, and ensuring resources are allocated efficiently.

9. Compliance and Security: Ensure data center compliance with industry standards and regulations (e.g., ISO, SOC, HIPAA) and oversee the implementation of security protocols to protect data and systems.

10. Project Management: Manage and deliver data center projects related to expansions, migrations, and upgrades, coordinating cross-functional teams to meet project goals within schedule and budget.

Qualifications:

1. Minimum of 5 years of experience in data center operations, with a proven track record in team management, optimizing operations, and meeting uptime and SLA targets.

2. Strong knowledge of data center infrastructure, including power distribution, HVAC, cabling, networking, and server environments.

3. Experience with capacity planning, resource allocation, and budget management for efficient, cost-effective operations.

4. Proven leadership abilities in hiring, training, and developing technical teams, with a focus on fostering accountability and continuous improvement.

5. Excellent problem-solving and decision-making skills, with the ability to handle critical incidents under pressure to ensure timely resolution.

6. Strong communication and collaboration skills, with the ability to work effectively across cross-functional teams, stakeholders, and vendors.

7. Project management experience, particularly in coordinating deployments, decommissioning, and infrastructure upgrades, with a focus on adhering to schedules and budgets.

8. Metrics and KPIs: Proven experience in managing and achieving operational metrics, including uptime percentage, ticket resolution time, and overall customer satisfaction.

9. Preferred Certifications: Certifications such as PMP, Data Center Certified Associate (DCCA), or ITIL are a plus, reflecting advanced expertise in data center management practices.

*Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter. *