CyrusOne

Technical Customer Operations Manager

CyrusOne • $110K — $130K *
Sterling, VA 20164In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in data center operations or technical customer-facing roles, ideally in tech sectors.
  • Experience with hyperscale or large-scale enterprise customers in a technical role.
  • Proven ability to manage incident resolution and operational communication effectively.
  • Strong understanding of data center infrastructure, including mechanical and electrical systems.
  • Excellent communication skills for simplifying complex technical concepts for clients.
  • Ability to multitask in a dynamic environment while maintaining detail accuracy.
  • Proven problem-solving skills under pressure, with effective decision-making capabilities.
  • Familiarity with incident management frameworks like ITIL is a bonus.
  • Strong proactive customer relationship management skills, with a solutions-driven mindset.
  • Experience in hyperscale data center settings and knowledge of cloud infrastructure technologies preferred.

Responsibilities

  • Serve as the main communication bridge between internal teams and customer operations, addressing daily technical queries.
  • Collaborate with operations teams to ensure the customer's needs are clearly understood and met accurately.
  • Oversee the resolution of technical issues, coordinating with engineering to ensure timely fixes for customers.
  • Monitor data center performance metrics against SLAs and KPIs, providing updates to leadership and customers.
  • Manage incidents, ensuring proper escalation processes and leading communication for resolutions, including post-incident analyses.
  • Engage with customers to assess future demands, facilitating effective capacity planning and change management.
  • Foster customer satisfaction through proactive engagement and feedback collection to identify improvement areas.
  • Support project initiatives like site developments and technical upgrades, advocating for the customer's needs.

Benefits

  • Opportunity to work with hyperscale customers in a rapidly evolving technology environment.
  • Collaborative work culture with various internal teams and technical experts.
  • Direct involvement in high-impact projects and operational improvements.
  • Continued learning and development opportunities in data center management.
  • Access to cutting-edge technology and innovations in data center operations.
Full Job Description
The Technical Customer Operations Manager will play a critical role in ensuring operational alignment and clear communication between our company and our hyperscale customers. This individual will work closely with internal data center operations and engineering teams and customer stakeholders to manage technical requirements, resolve operational issues, and drive continuous improvement. The ideal candidate will have a strong background in data center operations, customer relationship management, and technical problem-solving including familiarity with building automation systems, technical schematics, and root cause analysis process.

Responsibilities:
  • Customer Liaison: Act as the primary operational point of contact between internal teams and the customer's operations teams, managing day-to-day technical inquiries and fostering strong customer relationships.
  • Operational Alignment: Collaborate with internal operations teams to ensure that the customer's operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules.
  • Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer.
  • Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders.
  • Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
  • Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
  • Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
  • Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer's advocate within internal project teams.
  • Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.


Qualifications:
  • Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
  • Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
  • Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
  • Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
  • Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
  • Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
  • Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
  • Strong customer relationship management skills and a proactive, solutions-oriented approach.
  • Experience with hyperscale data center environments preferred
  • Knowledge of cloud infrastructure and associated customer technologies preferred


Education / Certifications:
  • Bachelor's degree in Engineering, Information Technology, or a related field; or equivalent industry experience.


About CyrusOne

CyrusOne is a real estate investment trust that specializes in highly reliable enterprise-class, carrier-neutral data center properties. The company provides mission-critical data center facilities that protect and ensure the continued operation of IT infrastructure for approximately 1,000 customers, including more than 200 Fortune 1000 companies. CyrusOne's data center offerings provide the flexibility, reliability, and security that enterprise customers require and are delivered through a tailored, customer-service-focused platform designed to foster long-term relationships. The company is headquartered in Dallas, Texas.
Learn more about CyrusOne
Size
456 employees
Market Cap
$11.8 billion
Industry
Real Estate & Construction
Net Income
$41.4 million
Founded
2000
5 Year Trend
+17.9%
Revenue
$1 billion
NASDAQ
CONE
* Ladders Estimates

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