Director – Data Center Support Services

Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Communicates and shares vision of key goals and defined best practices with teams conducting end-to-end on-site hardware installations and configurations, for a geographical region.
-Works with senior leaders and strategic partners to define daily operations for teams replacing server components and upgrades servers for existing customer base, for a geographical region.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Shares strategic direction for teams implementing designed and defined network communications and solutions, including cabling and networking equipment, and maintains awareness of trends in work done in data center and client environments.
-Coordinates additional resources or subject matter experts cross-functionally to address highly complex or business critical issues.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Establishes the strategy for data center environments, customer environments, and/or operations for a region, and best practices for identifying and escalating trends, and documenting steps or resolutions involved in maintaining the environments.
-Writes the playbook for responding to outage situations for clients, maintains awareness of major outage situation, and supports large scale events.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Authors materials detailing Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs).
-Establishes the policies and procedures dictating required security controls, including implementation, updates, and maintenance.
-Ensures and sets direction for multiple teams' compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
Continuous Improvement:
-Is responsible for trainings across a geographic region, and understands what technical gaps are part of the larger organization to drive knowledge and understanding for technicians and refining their skill sets.
-Researches cutting-edge information in industry understanding best practices and developments in networking and server maintenance, data center and facility operations, sharing information with others.
-Determines strategy for teams' adherence to SOPs and MOPs for operational Data Center Change Control processes.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
-Oversees collaboration across service and development areas and external vendors to resolve technical problems, providing subject matter expertise around programmatic level issues.
-Shares and communicates standards for quality of services delivered by vendors and contractors, ensuring and that all Service Level Agreements (SLAs) are being met consistently.
-Provides strategic direction on quality assurance, providing guidelines for process creation, training, and mentorship.

Core Responsibilities
Planning & Execution:
-Oversees and guides multiple teams on managing complex projects or initiatives, monitoring timelines, deliverables, and budgets when applicable to ensure strategic objectives are met. Serves as a role model for appropriately delegating work, setting priorities, and ensuring alignment with business needs. Coaches others on adjusting resources or project timelines in anticipation of business changes.
Collaboration & Partnership:
-Role models leading cross-functional collaborative efforts to ensure alignment of expectations and strategic objectives. Empowers team to build and maintain partnerships with business leaders, stakeholders, and/or customers to address barriers and contribute to organizational success. Drives transparency and inclusivity by modeling actively seeking, listening to, and leveraging diverse perspectives.
Problem Solving:
-Shares problem-solving strategies across teams, providing oversight on complex operational and/or technical issues, as needed. Coaches teams on analyzing highly complex data and/or information to identify solutions to ambiguous issues, and provides direction on identifying root causes to prevent recurrence of issues.
Continuous Learning:
-Pursues strategic learning opportunities to maintain expertise and apply best practices at the organizational level. Creates opportunities for team members and leaders to build their expertise in new areas, coaching them to build innovative skills. Identifies skill gap trends across the organization, and upholds a culture that places significant emphasis on sharing knowledge and pursuing learning opportunities that advance the organization. Evaluates efficiency of learning strategies and recommends adjustments as needed.
Continuous Improvement:
-Empowers team to own the development and implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the department. Coaches teams to gain buy-in for ideas and to seek feedback on approaches and methods for continued improvement. Prioritizes and reviews the roadmap of improvement initiatives to ensure alignment with strategic direction and maximize return on investments.
Performance and Development:
-Serves as a role model for driving performance across teams through tailored feedback and coaching in alignment with performance management processes, guidelines, and expectations. Drives consistency in the application of talent development procedures and socializes performance expectations across the organization. Ensures that individual development goals are aligned with organizational strategic initiatives. Collaborates with HR to implement talent strategy through hiring and promotion processes.