Who We NeedThe Director of Data Center Operations has overall responsibility for the operations side of the property's Meet Me Room business, including all related infrastructure throughout the building. This position offers the opportunity to work closely with the leadership of our Property Management and Data Center Operations teams.
Netrality is a close-knit team of A-players. This is an opportunity for the right person to establish efficiencies and best practice enterprise-wide, with the potential for growth of the function over time.
Description of Responsibilities- Staffing
- Train and manage all MMR technical support personnel, as required
- Train and manage security personnel, as required, in conjunction with the building's Property Manager and outside security vendor
- Coordinate scheduling and ensure necessary coverage (including staff "on call")
- Meet customer requirements for scheduling and supervising out-of-hours access for outside plant cable pulls into the building (ECS restrictions).
- Provisioning
- Manage all customer installations
- Install all new power circuits
- Perform cable size and voltage drop calculations to determine adequate DC cabling.
- Install (or coordinate customer installation of) all homeruns between customer cabinet/cage and Meet Me Room (MMR)
- Install customer racks and cable management in customer cages.
- Provision and inventory all MMR RUs, install all FDPs according to provisioning plan, port fiber cables to FDPs in the MMR, and terminate customer fiber cables,
- Install (directly and with in-house technical staff) all cross connects
- Perform all labeling as required on FDPs, BDFBs, cables, and cross connects.
- Provision and inventory all new POEs. Assign and tag all innerducts for customers to pull cables into.
- Track and inventory all cross connects in the MMR
- Initiate, open, close and lifecycle manage service tickets (cases), for all work undertaken in response to customer requests.
- Ability to customize salesforce.com to meet requirements of ordering, billing, and tracking of critical data.
- Ensure customer and contractor insurance requirements are met and maintained.
- Design, install and manage riser infrastructure and cable facilities to provide base building tenants' connectivity to the data center.
- Install and maintain in-building corporate IP telecommunication system, and recommend improvements/additions.
- Customer Service
- Implement appropriate ticketing/work order systems and procedures
- Inspect all customer connections prior to placing equipment in service.
- Lace, dress all customer cables to maintain orderly facility growth.
- Supervise and provide direction to all installation contractors ensuring construction is commensurate with building guidelines.
- Oversee the delivery of all technical support services, including Remote Hands, troubleshooting, etc.
- Receive and coordinate storage, movement, and deployment of customer equipment delivered to site on behalf of remote customers.
- Establish and enforce appropriate benchmarks for customer service response times
- Ensure overall customer satisfaction for the life of the relationship
- Storage and removal of trash from customer installations. Box breakdown, trash consolidation, relocation, work with building for disposal.
- Create orientation materials for new customers.
- Maintain action item register for ongoing operational issues and report status of issues to MMR ownership weekly.
- Capacity Management
- Implement appropriate physical asset inventory management practices, including:
- Software / database tools
- Labeling standards
- Establish and maintain naming/numbering scheme for cabinets, racks and panels to facilitate assignment and inventory requirements.
- Maintain complete inventory of all customer homeruns and cross connects, including origin and destination ports
- Track power allocation and utilization, and provide feedback to the sales team regarding available power capacity
- Maintain complete inventory of, and allocate all new POEs and riser innerducts.
- Create, manage and maintain visual inventory of all data center colo space, and MMR rack and panel capacity
- Equipment Maintenance
- Select vendors and negotiate and execute contracts for routine maintenance of key infrastructure systems, including HVAC, UPS, DC plant, generator, fire/life safety, access/security, BMS, etc.
- Create and maintain equipment maintenance schedules and logs
- Determine and maintain optimal setpoints/parameters for all infrastructure equipment
- Oversee any non-routine equipment repairs, replacements, upgrades, etc., as needed
- Select vendors, negotiate and execute contracts for building and site repairs and renovations.
- Understand base building systems and impacts on data center operations.
- Monitor all equipment status via integrated building management system and respond appropriately to alarm situations.
- Perform routine visual inspections of all equipment to ensure efficient functionality, and to meet any required schedules.
- Security
- Implement appropriate security protocols and procedures
- Create procedure and documentation for data center sign-in process
- Oversee security personnel and enforce protocols
- Maintain and monitor access card and security camera systems to prevent unauthorized facility access
- Install and commission security cameras and administer security system.
- Manage and maintain all authorized customer access lists.
- Maintain cabinet access codes and program new codes for new customers.
- Disaster Recovery
- Develop appropriate disaster recovery plans and procedures
- Oversee execution of DR plans during and immediately following all emergencies
- Coordinate MMR DR plan with building ownership crisis plan.
- Standards
- Achieve and maintain SSAE 16 and SOC certification
- Identify and recommend any other helpful certifications
- Manage ongoing compliance requirements for all certification programs
- Energy Efficiency
- Recommend and implement energy efficiency improvements (via both operating standards and capital expenditures)
- Work with local jurisdictions/utilities and other entities to obtain incentive funds for efficiency projects
- Operating Supplies
- Maintain appropriate inventory of operating supplies to ensure smooth and efficient operation of the business
- Establish baseline inventory of tools, supplies, equipment and consumables.
- Evaluate multiple vendor equipment specifications.
- Obtain quotes for required materials.
- Establish and perform purchase order process to obtain materials from suppliers.
- Maintain supplier relationships and negotiate any supply contracts as appropriate
- Sales Support / Pre-sales engineering
- Assist sales team with prospective customer inquiries, site tours, price quotes
- Provide feedback regarding acceptable contract terms
- Provide design services to customers for cage layout, rack and cable management components, fiber optic cables, and network equipment including fuse/breaker panels, and fiber distribution panels (FDP's).
- Provide input to order forms, auto-responses, notification emails, etc.
- Life-cycle management of customer relationship.
- Budgeting / Accounting
- Maintain annual operating budget
- Maintain annual capital budget
- Review, approve, and code all vendor invoices
- Ensure that all expenditures are consistent with approved budgets
- Assist accounting manager with all billing/collection issues
- Regular financial reporting and updates to corporate accounting and building ownership.
- Reconcile billed services against services ordered by and provided to customers.
- Capital Projects
- Assist ownership with the planning and implementation of new data center spaces within the building
- Assist ownership with the planning and implementation of major infrastructure additions (e.g. new central generator plant)
- Thrive in a face-paced environment, managing competing priorities.
- Be curious and inquisitive about understanding and improving business processes.
- Be a team player with the ability to work and communicate across a variety of business units, data center operations, and management levels.
- Provide ad-hoc support on special projects as requested.
- Communicate regularly with management and various business units.
Position Requirements and Desired Skills- 10+ years' experience in telecommunications and/or colocation facility management as well as strong knowledge of the telecommunications industry (i.e. telecom carriers, networks, inside/outside plant, transport equipment, etc.).
- Bachelor's degree preferred
- Strong working knowledge of DWDM, Ethernet, IP, and SONET
- Hands-on experience with DC power installation, and fiber optic cable installation termination and testing
- Strong working knowledge of electrical power systems, including utility switchgear, AC and DC distribution, UPS/battery backup systems, diesel generators
- Strong working knowledge of typical colocation facility HVAC equipment
- Experience in administering customer license agreements
- Hands-on experience with infrastructure design and construction, including relay racks, data cabinets, and cable support structures
- Strong analytical, critical thinking, problem solving and organizational skills
- Excellent communicator, confidently articulating complex analysis and solutions both orally and written
- Have a demonstrated track record of accomplishments and promotions in your field
- Be a detail-oriented problem solver, working towards meaningful solutions at all times
- Experience working independently as well as collaboratively; effectively managing priorities while meeting hard deadlines
- Ability to work cross-functionally with ease
- Proficient with the Microsoft Office Suite, including Visio and advanced Excel skills.
- Relational database programming (Microsoft Access, SQL Server, etc.) with AutoCAD experience preferred but not mandatory.
- Budget and contract management experience
- Self-motivated, initiative taker
- Highest ethical and professional conduct and integrity
- Adhere to all guidelines and expectations set forth in company's corporate handbook
