Manager, Operations Monitoring Center, NA
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
This is an onsite role at the Avalon in Alpharetta, GA - 5 days per week plus on-call work may be required
POSITION OVERVIEW
We are seeking an Operations Manager to build and manage a 24x7 Operations Monitoring Center (OMC) for the North American Operations team. As part of the Business Operations department within Operations, the Operations Manager will lead a staff team that performs work order scheduling using a CMMS, monitoring of data center alarms received via the BMS and EPMS systems, and coordinating response efforts for our North American sites. As Operations team, the OMC will collaborate with the Site Operations teams to schedule and deconflict work execution, respond to alarms, perform incident management, root cause analysis support, and provide notifications to the Vantage customers and internal leadership as appropriate.
The daily responsibilities of the Operations Manager include building processes and procedures to schedule workorders and respond to technical events at the data centers; managing personnel to ensure 24x7 support; hosting conference calls throughout the resolution of high-priority events; and driving continuous improvement into the team dynamic. A successful candidate will have strong leadership skills supporting 24x7 teams in multiple locations and thrive in a high-activity environment while thinking strategically about future plans and designs for the team.
ESSENTIAL JOB FUNCTIONS
- Consolidate existing Network Operations Center (NOC) activities into 24x7 OMC activities in a single delivery location in Atlanta, GA
- Provide management oversight and direction to the OMC technicians focused on work order scheduling and event management for alarms received within the Vantage monitoring tools (BMS, EPMS, Telemetry, etc.) for all North American locations
- Design procedures and documentation for the OMC that ensure proper work order scheduling, alarm response, escalations, & resolution actions
- Ensure OLA and SLAs for response to incidents, resolution of incidents, communication, and after-action reporting are met by the team
DUTIES
- Perform all staff management activities, including hiring, training, performance management, and developing staff, including ensuring that staff is fully trained on all support processes and procedures
- Provide 24x7 Management escalation and oversight for the OMC staff and incidents
- Build a team to perform all work order scheduling for preventative and corrective maintenance activities as well as incident management activities including driving troubleshooting bridge calls to resolution; diagnosing impact on the organization; documenting throughout the event appropriately; and ensuring that After-Action Reporting and associated corrective actions are completed
- Build a Wiki repository for alarm response, activities, escalations, and resolution actions.
- Assist in development and enhancement of preventative maintenance and corrective maintenance procedures, standards, and timelines
- Ensure that customer communication requirements are met and promote a positive customer experience by translating technical details and status updates into clear, concise customer-facing summaries
- Collaborate with fellow team members and technical support teams to develop processes and procedures
- Interface with internal departments to collect requirements and documentation to identify process improvement initiatives
- Suggest and manage strategic programs by gaining support for ideas, best practices, optimizations, proposals, projects, and solutions in ways that are consistent with the values and mission of the organization
- Ensure documentation is translated into required languages as required by policy
- Communicate regularly with management on issues, constraints, and project status
JOB REQUIREMENTS
- Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience
- 5+ years of Operations Monitoring experience in a 24x7 environment
- 3+ years of Management experience
- Data Center, high-tech, or rapid-growth industry experience is required
- Knowledge of critical systems, physical security, network connectivity, and power configuration is required
- Advanced skills in Microsoft Office 360Suite – Excel, Word, PowerPoint, Project, and Visio
- Proficient in SharePoint, Smartsheet, and Adobe Acrobat Pro
- Prior experience with ITSM, CMDB, and CMMS software is required
- Exceptional analytical, conceptual thinking, and decision-making skills
- Excellent oral and written communication skills
- Strong sense of personal accountability regarding decision-making and team leadership
- Ability to predict challenges and proactively minimize roadblocks
- Fluent in English
- Proficiency in Canadian French highly valued
- Onsite work schedule required
- 25% travel is expected initially and will ramp down after the initial development of OMC
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