Facility Operations Center Technical Team Lead, ADC InfraOps FOC

Amazon•Arlington, VA

11d

About The Position

At Amazon, we're working to be the most customer-centric company on Earth! Amazon is a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. The Data Center Infrastructure Operations Organization is looking for an individual with proven skills to help support our Facility Operations Center. The Facility Operations Center is responsible for 24X7 monitoring of the data center’s physical infrastructure. This team ensures that the customer experience will be optimal and gratifying by way of consistency, reliability and attention to detail. The Technical Team Lead (TTL) is responsible for ensuring that the FOC team is operating at peak efficiency. This involves the following; auditing/refining day to day processes and event response, conducting data center infrastructure training and drills, providing on-call event support, analyzing data and alarms, writing reports, and conducting assessments. The TTL serves as a FOC expert technical resource in data center critical infrastructure, operations, and controls systems for various data center designs. The TTL will be responsible for managing small-to-medium impacting projects from conception to completion. These projects involve large amounts of independent work as well as collaboration with external support groups including engineering and automation teams. The TTL directs, trains, and supports FOC engineers in their role of providing 24/7 monitoring and alarm notification. In support of this, building and implementation of site/equipment-specific training exercises is expected. These exercises include but are not limited to: Electrical Power Monitoring System (EPMS), Building Management Systems (BMS), controls monitoring equipment, stand-by diesel generators, transformers, switchgear, breakers, Uninterruptable Power Supply (UPS), Power Distribution Units (PDUs), Air Handler Units (AHUs), chillers, cooling towers, and Variable Frequency Drives (VFDs). The ideal candidate will be responsible for providing assistance and support to the onsite operations teams and be a force multiplier in the FOC. The position will help ensure overall availability and reliability to meet or exceed defined service level agreements. If you are passionate about the customer experience, you think and act globally, and you want to contribute to the operational excellence of Amazon Data Centers; then this may be the place for you! This position requires that the candidate selected be a US citizen and currently possess and maintain an active Top Secret security clearance with SCI eligibility. The position further requires that, after start, the selected candidate obtain and maintain an active TS/SCI security clearance with polygraph or commensurate clearance for each government agency for which they perform AWS work.

Requirements

Current, active US Government Security Clearance of Top Secret with SCI eligibility or above
3+ years of technical support experience, or Bachelor's degree in engineering or equivalent
3+ years with electrical, mechanical, and controls systems and experience documenting technical customer issues
Strong verbal and written communication skills
Strong leadership and organizational skills
Proven self-starter
Experience troubleshooting and debugging technical systems
3+ years of customer service experience and 3+ years of Microsoft Office products and applications experience

Responsibilities

Oversee the day-to-day use and operation of our data center systems monitoring platform.
Understand the scope, impact, and expected alarms of planned work at the data centers.
Operate independently with limited direct management.
Act as an escalation point for FOC engineers and participate in an on-call rotation.
Perform alarm analysis and trending during planned and unplanned activities.
Complete audits on planned and emergency work.
Provide consistent training and guidance to FOC engineers.
Refine existing processes and create new standard processes for FOC engineers and Team Leads.
Communicate complex technical information to a non-technical audience.
Routinely analyze alarms and work with partner teams to identify efficiencies and patterns.
Drive projects with moderate complexity.
Responsible for conducting drills that are region, building, or design specific and identify team/individual growth opportunities.
Establish performance benchmarks and conduct audits to drive effectiveness.
Subject matter expert for data center infrastructure.
Work outside normal business hours to support the 24/7 operation of the FOC.
Some travel required.