Data Center Operations Manager

The Role: Data Center Operations Manager

Reporting To: Director, Data Center Operations

11:11 seeks a skilled Data Center Operations Manager to oversee daily activities within our 7x24x365 Data Center Operations (DCO). This role encompasses managing security protocols, logistics, and external contractors responsible for facility support. Key responsibilities include scheduling, performance monitoring, and comprehensive reporting. The role involves delegation of tasks, conflict resolution, training, and mentoring staff. The Manager will play a pivotal role in recruitment, promotions, and disciplinary actions, alongside other relevant duties. Additionally, this position entails overseeing critical infrastructure and overall facility management. Responsibilities extend to coordinating vendors for repair and maintenance, negotiating vendor contracts, and strategizing for capacity planning, budgeting, and identifying cost-saving opportunities. This is a full-time position reporting directly to the Director of Data Center Operations

What You'll Do:

• Oversee and direct all Data Center Operations (DCOPS) activities, including management of cleaning, security, shipping staff, and vendor operations.
• Develop comprehensive work schedules, allocate tasks effectively, and monitor personnel performance to ensure operational excellence.
• Train, implement, and enforce adherence to 11:11's operational processes across areas such as customer implementation, support, emergency procedures, and troubleshooting.
• Ensure compliance with company policies and applicable security industry regulations to maintain high operational standards.
• Conduct and document preliminary investigations of incidents, escalating issues to 11:11 Systems Corporate Security and site management as necessary.
• Monitor the Service Now ticketing queue to manage day-to-day customer requests, site access, project tasks, and incident management.
• Supervise and manage vendor relationships, including HVAC, Generator, UPS, cleaning and maintenance staff, CCTV and card access security systems, and elevator service providers.
• Actively participate in the annual facility budgeting process, identifying financial needs and opportunities for cost savings.
• Contribute to annual auditing and compliance requirements related to physical security and critical infrastructure.
• Monitor and manage operational expenses, identifying opportunities to reduce overall facility costs while maintaining service quality.
• Ensure all vendors maintain facility and critical infrastructure in optimal working order, with a focus on cost control and efficiency.
• Complete all other duties as assigned by management, demonstrating flexibility and a commitment to organizational success.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• Additional duties as assigned

Who you are and what you'll bring

• Four-year college degree preferred or equivalent work experience.
• Superior oral and written communication skills
• Proven ability and commitment to being discreet, tactful, timely and operating judiciously when addressing internal and external customer needs.
• Diplomatic interpersonal skills which allow successful candidate to effectively relate to all levels of associates and vendors.
• Strong analytical and organizational skills
• Working knowledge of security related products, techniques and philosophies
• Previous experience participating in audit cycles (SSAE16, FFIEC, SOX, ISO, Etc.)
• Strong computer skills (Word; Excel; PowerPoint, Access Control / CCTV Systems)
• Ability to work in a fast-paced environment with tight deadlines and changing priorities
• Ability to work effectively in a team environment, as well as independently as required
• Strong leadership capabilities in day-to-day operations and during building emergencies
• Experience with ServiceNow ticketing system
• Must be legally eligible to work in assigned country without a visa sponsorship

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.