Datacenter Operations Manager

POSITION OVERVIEW: The Data Center Resiliency Manager is collaboratively responsible for partnering with both the Data Center Operations Manager and the Disaster recovery Manger to ensure aligned services between the two functions. The role in 80/20 (Data Center Operations Manager/Disaster recovery Manager) split of time between the functions enhancing resiliency and risk reduction across critical COMPANY systems. This position assists in management all the operations services and activities in support of strategic data centers, while setting global data center operational standards and practices. It simultaneously supports Disaster Recovery at critical COMPANY owned Data Centers, co-location (leased) Data Centers, and manufacturing site Data Centers.

Key Responsibilities:

• Manages the IT team responsible for the management of the company’s onsite data center/computer room and offsite co-location installations

• Ability to troubleshoot, communicate and act as the lead on data center issues

• Work closely with the local facilities personnel covering all support system activities associated with the onsite data centers/computer rooms

• Work closely with the offsite co-location vendors covering all the activities, incidents, requests, capacity planning and communications

• Responsible for documenting procedures and escalations for smart hands utilized in co-located data centers

• Partner with business groups on their data center related requirements and projected growth to assure space is available for future needs in the DC’s

• Manage and maintain effective relationships with vendors, equipment manufacturers, partners, and associates

• Oversee the data center operations incident, change, request ticket queues ensuring Service Now tickets are addressed and resolved in a timely manner

• Maintain the onsite data center/computer room and offsite co-location installations to COMPANY standards

• Collaborate with all pertinent stakeholders to understand technical requirements to deploy appropriate DR or other protection solutions based on COMPANY IT strategy.

• Part of the Disaster Recovery Program – Member of the cross-functional ITSCM team responsible for managing a DR portfolio of over 200 critical business applications and infrastructure.

• Maintain DR plans and hundreds of Technical Recovery Guides globally, drive service providers to ensure their plans are created and maintained.

• Manage small and large scope walk-through and simulation-type disaster recovery exercises leading multi-discipline groups of employees, consultants and vendors to ensure resiliency against disasters and drive continuous improvement.

• Drive global standardization across US, UK and Asia Pac ITSCM teams.

• Oversee service providers to maintain accountability and quality of contracted deliverables in both DR and BC.

• Provide oversight of DR design projects.

• Provide formal and regular communications and escalation to management and executive briefings as needed.

• Identify issues, devise solutions and present to governance teams for resolution.

• Review contracts for externally hosted applications for DR risk management.

• Develop and maintain operational policies and SOPs for related programs.

• Prepare and provide responses to audits.

• Counsel business units on contracts, statements of work and BC/DR plans for outsourced services and systems to ensure cohesiveness and contractual compliance.

• Provide technical consulting for complex disaster recovery solutions.

• Responsible to ensure IT Core services correctly interprets and complies with the Corporate Directive on Business Continuity.

Qualifications & Experience:

• 10 years overall IT experience.

• Preferred Bachelor’s degree in Computer Science, Information Technology, or related field; equivalent professional experience can be used as a substitute.

• Strong troubleshooting and problem-solving skills.

• A thorough understanding of structured cabling design and distribution

• A thorough understanding of data center design (rack and cabling management layouts, hot/cold aisle containment, etc.)

• A thorough understanding of DR solutions and technologies.

• Advanced MS Suite skills. ServiceNow and SharePoint a plus.

• Experience in leading technical teams delivering complex programs on a global basis.

• Exposure to multi-cloud environments is a plus (AWS, Azure & Google Cloud).

• Demonstrated leadership, communication, and interpersonal skills.

• Demonstrated ability to succeed in a matrixed environment and to influence adoption of new thinking and technology.

• Ability to think strategically and translate strategy into action.

• Motivated learning agility.

• Creative thinking balanced with a pragmatic approach.

• Exhibit a positive work approach, with high productivity and a collaborative spirit.

• Ability to multi-task, exceptional attention to detail.

• Ability to analyze and solve complex problems with good judgement, often using creative solutions

• Experienced in working with managed service providers.

• Ability to apply technical solutions to business processes.