Data Center Manager-Hillsboro 1

Job Description:

The Data Center Manager (DCM) is responsible for the overall management, operation, maintenance, and budgeting of the Technical Assistance Center (TAC), as well as the electrical, mechanical, and HVAC systems within the assigned data centers. The DCM ensures mission-critical uptime, aiming for 100% reliability, and oversees compliance with all customer SLAs. This role also serves as a leader and technical resource for Data Center Technicians (DCTs), Assistant Data Center Managers (ADCM’s), and Critical Infrastructure Engineers (CIEs), providing career development and coaching. The DCM will contribute to market efforts to improve operational effectiveness and efficiency while representing Flexential in a professional and technically proficient manner during interactions with customers, vendors, and internal teams.

Key Responsibilities and Essential Job Functions:

• Facility Operations: Serve as the primary point of contact for 24x7 on-call facility operations, ensuring all critical systems are running optimally to support data center uptime goals of 100%.
• Mission-Critical Equipment Oversight: Oversee the operation, maintenance, and repair of all mission-critical systems and equipment, ensuring 100% uptime and strict compliance with customer SLAs.
• Budget Management: Manage the site budget, including staffing, maintenance, and repair costs, ensuring cost-effective operations without compromising service quality.
• Team Leadership and Mentoring: Lead and mentor a team of Assistant Data Center Managers, Engineers, and Technicians, promoting best practices, adherence to company policies, and ongoing professional development.
• Cross-Market Collaboration: Actively participate in regional and cross-market initiatives to drive operational improvements and greater business efficiencies.
• Policy Implementation: Ensure compliance with all company policies and procedures, ensuring all operational processes align with organizational goals.
• Technical Documentation: Read and interpret technical documents, such as blueprints, engineering specifications, and project plans, to ensure proper implementation of data center operations and infrastructure modifications.
• Operational Excellence: Identify operational constraints and propose and drive solutions to meet operational excellence objectives.
• Disaster Recovery Exercises: Oversee disaster recovery drills ("dry runs") to ensure the team is prepared for emergencies and system failures.
• Customer Order Provisioning: Supervise the provisioning of customer orders, including electrical modifications, ensuring safe work practices are maintained.
• Off-Hours Support: Assist with off-hours and weekend maintenance activities as required, ensuring continued operations and quick recovery from any unplanned outages.
• Reporting & Performance: Prepare detailed reports on TAC and critical infrastructure performance, customer space and power utilization, and other operational metrics.
• Method and Procedure Documentation: Develop, implement, and maintain Method of Procedures (MOPs) and Standard Operating Procedures (SOPs) for all maintenance and operational activities.
• Training and Development: Provide training for operations staff, including the creation and delivery of training materials to enhance team knowledge and efficiency.
• Facility Inspections: Conduct regular rounds of the facility to ensure equipment is functioning correctly and that the center is aesthetically maintained to a high standard.
• Customer Engagement: Lead customer tours of the data center, showcasing the infrastructure and providing insight into its operations.
• Monitoring & Alerting Systems: Configure and manage monitoring and alerting systems for critical equipment, ensuring early detection and response to potential issues.
• Other Duties: Perform other duties as assigned by management to support operational efficiency and customer satisfaction.

Customer Support Responsibilities:

• Customer Support: Provide proactive and responsive support to the Flexential customer base, resolving or escalating issues in a timely and professional manner.
• Troubleshooting and Documentation: Troubleshoot and document technical issues through the Flexential ticketing system, ensuring adherence to internal support procedures and standards.
• Routine Maintenance: Responsible for the routine execution of maintenance tasks, including generating customer reports, performing system updates, and managing backup services.
• Service Delivery Audits: Ensure all customer Service Delivery Audit preparations are completed on time, ensuring compliance with renewal d