Senior Manager, Cloud Hardware Support
Oversees Data Center Operations across multiple data centers, managing and integrating team performance, operations metrics, and capacity analysis into the broader business line strategy. Directs multiple teams in supporting escalated technical issues, crisis management, and root cause analysis, while standardizing processes and maintaining an accurate knowledge base.
Leads new builds and expansion activities, acting as a senior liaison with project and engineering teams to manage timelines, capacity, and ensure adherence to world-class standards. Guides teams responsible for installations, repairs, inventory, and logistics, enforces standards for component replacements and upgrades, recommends significant purchases, and implements advanced maintenance strategies to optimize data center efficiency and stability.
Key Responsibilities
Data Center Site Portfolio Management:
-Oversees Data Center Operations team across multiple data centers.
Performance Monitoring and Analysis:
- Oversees multiple teams, integrates operations metrics into broader business line strategy.
- Directs performance evaluations for reports, integrates findings into broader business line strategy.
- Supervises analysis of physical, power, and cooling capacity for multiple teams, integrates findings into broader business line strategy.
Issue Management and Automation:
-Directs multiple teams providing support for escalated complex technical issues.
-Proposes and implements advanced strategies for issue triage and leverages automation, scheduling, and monitoring tools to prevent and resolve potential problems.
-Identifies, documents, and standardizes issues, processes, and solutions, ensuring consistency and accuracy in the data center knowledge base, tailored to departmental requirements.
-Guides team members to implement strategy for incident or crisis management protocols in alignment with business continuity plans.
-Leads team members in performing Root Cause Analysis (RCA) following crises or incidents, and updates documentation to capture process improvements.
Data Center Expansion Support:
-Oversees the management of new region builds and expansion activities, both onsite and remotely.
-Acts as a senior liaison with project teams and data center engineering, ensuring comprehensive timelines and capacity needs are strategically managed for a broad array of expansion projects and site builds.
-Collaborates with and directs project teams to maintain world-class standards in all expansion projects and site builds.
Installation and Maintenance:
-Leads multiple teams in installations, repairs, inventory management, and logistics tasks for data centers.
-Creates and enforces standards for component replacements and upgrades.
-Recommends and oversees significant purchases or upgrades for data centers.
-Directs high-level planning and coordination of rack deployments, installations, and network infrastructure upgrades/changes.
-Implements advanced maintenance strategies of the Data Center facilities with regard to efficiency and stability (e.g. containment, air flow & pressure, power trains).
Minimum Job Qualifications
Education and/or Experience:
10 years of experience in IT infrastructure support, server administration, or data center operations, design, and layout including 5 years of people management experience.
People Leadership / Management Experience:
3 years of experience in a leadership role direct reports.
Budget Experience:
2 years of experience working with operating budgets and/or project financials.
Additional Experience:
Data Center or Cloud Industry Certifications.