Manage a Team & Drive Change at a U.S. Global Operations Command Center that Shares Operations with Our Center in London 

You’re a skilled people manager with a solid background in leading teams in a data center support contact center / network operation center (NOC) environment. You have proven change management skills, are process-driven and team-oriented, and bring professionalism and care to your work whether you're managing a team, driving daily operations, overseeing complex initiatives, or communicating with customers. If that describes you, we want to talk to you about an exciting opportunity at our Clifton Global Operations Command Center. Consider some advantages the role offers:

• The center is a key differentiator for Digital Realty and you'll be at the helm. Our Operations team helps keep customers' infrastructure running safely and securely. From overseeing electrical power to cooling and fire suppression systems, the team plays a vital role in making sure everything operates as it should and in communicating status to our customers across the globe.
• Due to the function of the center and its role, you'll enjoy exposure to senior management across the entire company. This is a role that can have real influence and a spotlight on success. 
• You will manage a talented team with a strong commitment to operational excellence, as evidenced by over a decade of consecutive years of five nines uptime (99.999%).
• While we'll look to you for management excellence, you'll have opportunities to add to your technical skills. We offer ample professional and career development opportunities.
• Earn a competitive salary with generous bonus potential and a comprehensive slate of benefits. In addition, we're growing around the world, which brings additional opportunities.

This is an onsite position working Monday-Friday. The Command Centers in London and Clifton will be open 12/7/365 so you must be flexible regarding after-hours calls and occasional weekend and evening work. Quick question for you - click here

Digital Realty: Where the cloud lives and business thrives. Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

Pictured: The Global Command Center utilizes state-of-the-art technology.

To be a good fit for the Senior Manager, Global Operations Command Center opportunity, you will have:

• A bachelor's degree, preferably in a relevant field. Quick question for you - click here
• Minimum 4 - 6 years of work experience in a leadership role in a customer services and/or NOC environment Quick question for you - click here
• Prior experience managing a Network Operations Center a plus
• Proven ability to manage a team of people, including leaders, through complex changes
• Strong project management skills
• Experience with MS Project, Excel, Word, and SharePoint
• Knowledge of IT practice and terminology
• Knowledge of telecommunications networks, data center operations and Network Operations Centers (NOC); advanced knowledge preferred
• Advanced IT networking and architecture knowledge preferred
• Flexibility to work occasionally at night or on a weekend and take off-hours calls as needed

In addition, you will need the following professional core competencies and characteristics:

• Fluent in English
• Analytical skills
• Client-focused
• Pro-active
• Stress-resilient
• Communication skills - oral and written
• Interpersonal skills

Pictured: The Global Command Center is situated in our data center at 2 Peekay Drive in Clifton. This facility earned Tier III certification from the Uptime Institute for being concurrently maintainable.

Reporting to the Director, Global Operations Command Center, you will manage the customer service and network support services function via the Global Operations Command Center to optimize customer satisfaction and quality assurance, and to adhere to service level agreements (SLAs) held between Digital Realty and its customers.
 
The GCC is a critical component of differentiating Digital Realty's service from the competition. It is a 24 x 7 x 365 operation which:

• Monitors the alarms for the Connectivity product offerings and the data centers and takes appropriate action in response to changes in status
• Deals with all inbound customer contact via telephone, portal tickets and email
• Notifies customers of incidents and planned activities in the data centers, manages customer SLA reporting and provides customer service to key customers and ensures good coordination with the field on issues and communication

You will be directly responsible for managing a team including two supervisors, an incident manager, and a group of a dozen or more analysts covering operations 12 hours per day, 365 days per year. We are migrating the second 12 hours of the day to our London center, meaning you'll be managing change right off the bat. Additional duties will include:

• Providing the overall direction and day-to-day leadership and focus necessary to ensure the GCC continues to provide exceptional service to our customers and internal teams.
• Managing the staff, making sure there is the right coverage in terms of the number of people and appropriate skills such as knowledge of the regions and countries and their customers.
• Ensuring timely response to customer queries, coordinating with the countries in resolving customer issues, and communicating to customers as appropriate.
• Supporting the prevention of outages through effective Incident Management, Change Management, support of Problem Management and supporting other operational improvements is central to the role of the GCC.
• And more.

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.