Cyxtera

Compensation

Full Description

Job Description: Data Center Operations Lead (IT Services) Role Overview The Data Center Operations Lead is a highly technical, customer-centric role responsible for the 24x7 availability of IT infrastructure and the delivery of "Smart Hands" services. This role serves as the bridge between physical hardware and logical network/system administration. You will lead a team of Technicians to ensure customer deployments, migrations, and troubleshooting are executed with precision and within SLA. Essential Duties & Responsibilities Team Leadership & Project Oversight • Team Management: Coordinate the daily activities of the Data Center Support (DCS) team, providing mentorship, technical escalation, and shift scheduling. • Project Lifecycle: Oversee complex "Rack and Stack" projects, including high-density server deployments, structured cabling (Fiber/Copper), and hardware lifecycle management. • Resource Planning: Develop project budgets and track the efficient use of technical resources, tools, and consumables. IT Service Delivery • Incident Management: Act as the primary escalation point for critical IT infrastructure outages, coordinating with Network and System Engineers to perform root cause analysis (RCA). • SLA Compliance: Monitor the ticketing queue (ServiceNow) to ensure all customer billable requests are addressed, documented, and closed within contracted timelines. • Asset & Media Management: Maintain a strict chain of custody for customer assets, including secure data destruction (SSD/HDD) and inventory audits. Technical Execution • Physical Connectivity: Utilize the OSI Model to troubleshoot Layer 1–3 issues, including fiber optics (MPO/LC), transceivers, and copper patching. • Vendor Coordination: Manage third-party IT vendors and OEMs (Dell, HP, Cisco, Arista) for hardware replacements and firmware updates. • Remote Hands Support: Provide expert-level "Eyes and Ears" support for remote engineering teams, performing BIOS configurations, OS installs, and console-level troubleshooting. Required Skills & Qualifications Technical Proficiency • Networking: Thorough understanding of TCP/IP, Leaf-Spine architecture, and VLAN tagging. • Infrastructure: Deep knowledge of server hardware architecture and enterprise storage arrays. • Tools: Mastery of ServiceNow (or similar ITSM) and DCIM tools (e.g., Sunbird, Nlyte, or Schneider EcoStruxure). • Communication: Exceptional ability to translate complex technical failures into clear, concise updates for non-technical stakeholders. Experience & Education • Experience: 5+ years in a Mission Critical IT environment, with at least 2 years in a leadership or senior capacity. • Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent military/trade experience. • Active Certifications (Preferred): * Network: CompTIA Network+, CCNA, or JNCIA. • Systems: CompTIA Server+, Azure Administrator (AZ-104), or LPI Linux Essentials. • Process: ITIL v4 Foundation. Physical Requirements & Availability • Shift Work: Ability to support a 24x7 environment, including being "on-call" for critical incidents. • Physicality: Capability to lift up to 25kg (55 lbs) and perform tasks involving standing, bending, and kneeling in a cold/hot aisle environment. The employer will not sponsor visas for this role. Csquare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.