Who We Are:

It's pretty exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation.

As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone. 

QTS is Powered by People. People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.

Job Summary:

The Technical Operations Trainer - TechOps is a learning and development professional responsible for designing, delivering, and continuously improving comprehensive training programs for the entire TechOps organization, spanning individual contributors to senior managers. This role serves as the hands-on training leader for Technical Customer Service Representatives (TCSRs), and the strategic training partner for Network Engineers, Cloud Engineers, Systems Engineers, and Enterprise Technology teams within a mission-critical 24x7x365 data center environment. The position focuses on eliminating single points of failure through systematic knowledge transfer, cross-training initiatives, and career development pathways while building scalable training infrastructure and resources.

Key Responsibilities (Other duties may be assigned):

Training Design & Delivery

• Create and deliver instructor-led, virtual, and on-demand training programs encompassing technical knowledge, troubleshooting methodologies, system proficiency, and process adherence
• Develop scenario-based and simulation training environments that replicate real-world customer interactions and service-impacting events
• Facilitate comprehensive onboarding, certification, and upskilling programs for TCSRs, Network Engineers, Cloud Engineers, and Systems Engineers
• Deliver training content covering alarm board monitoring, ticket management, DNS, VPNs, routing protocols, customer communications, and enterprise technology systems

Subject Matter Expert Coordination & Knowledge Management

• Identify, engage, and coordinate with technical subject matter experts across all TechOps disciplines to ensure training accuracy and relevance
• Document subdisciplines within Enterprise Technology, Network Engineering, and Systems Engineering domains
• Develop and maintain comprehensive knowledge base articles, job aids, and digital learning assets
• Collaborate with SMEs to create standardized training materials that capture institutional knowledge and best practices

Strategic Training Leadership & Program Development

• Develop and execute comprehensive training roadmaps aligned with TechOps organizational goals and service level agreements
• Partner with leadership to identify, document, and prioritize training needs across Enterprise Technology, Network Engineering, and Systems Engineering disciplines
• Conduct systematic gap analyses to identify single points of failure and knowledge dependencies across technical teams
• Collaborate with leadership to design and implement cross-training programs to build organizational resilience and reduce knowledge silos
• Support leadership enforcing accountability around training schedules and onboarding timelines through regular reporting and stakeholder meetings

Vendor & Resource Management

• Manage relationships with third-party training vendors and certification providers
• Help to evaluate and procure external training resources, platforms, and tools to supplement internal capabilities
• Coordinate external certification programs and professional development opportunities

Performance Management & Continuous Improvement

• Track and manage employee certifications, internal qualifications, and recurring training requirements in alignment with compliance and security standards
• Evaluate training program effectiveness using feedback, assessments, performance metrics, and business impact data
• Implement data-driven training evaluation methodologies to measure ROI and continuously improve content and delivery methods
• Maintain detailed training records and provide regu