MARC Manager

CyrusOne•Carrollton, TX

5d•Onsite

About The Position

As part of the Operations Systems team, the MARC Manager (Monitoring, Analysis, Response, and Communication) works alongside highly motivated operations professionals, subject matter experts, and industry innovators to support the CyrusOne data center portfolio. This role is responsible for the operational management of the MARC function, overseeing the day-to-day execution of monitoring, incident response, and operational communications while providing direct leadership and supervision to MARC technicians. The MARC Manager ensures consistent monitoring standards, effective incident response, and operational discipline across the portfolio. As the primary operational leader for the MARC team, this position is responsible for staffing, team development, and performance management, while partnering closely with site operations leadership and key stakeholders to support incident execution, operational communications, and overall customer experience.

Requirements

5+ years in data center, critical facilities, or comparable 24x7 operational environment
2 + years in a supervisory or team leadership role
High School Diploma or GED required
Strong communication, organization, and problem-solving skills
Proven ability to coordinate operational activities across multiple teams or functions
Working knowledge of alarm/event monitoring, escalation protocols, and incident documentation (runbooks/SOPs)
Continuous Improvement training (Lean, Kaizen, A3, Six Sigma fundamentals) or equivalent practical experience leading process improvements
Proficiency with Microsoft Office Suite and common work or project management tools

Nice To Haves

Must be able to travel up to 25%
Experience supporting incident management, monitoring operations, or NOC/command-center environments
Demonstrated success leading process improvements using metrics, root cause analysis, and corrective/preventive action tracking
Familiarity with operational reliability concepts such as standard work, checklists, quality reviews, and trend analysis
Bachelor’s Degree in Operations Management, Facilities Management, or related field
Lean or Continuous Improvement certification (Six Sigma Green Belt/Black Belt, Lean Practitioner, or Kaizen Leader)

Responsibilities

Manage day-to-day operations of the MARC function, ensuring consistent monitoring, analysis, response, and communication across the CyrusOne data center portfolio
Supervise MARC technicians by assigning work, monitoring performance, and ensuring adherence to operational standards and procedures
Oversee incident monitoring and response to ensure timely escalation, accurate communications, and effective resolution of operational events
Coordinate with site operations teams to ensure incidents are properly escalated, documented, investigated, and resolved per established procedures
Lead and support incident investigations using structured problem-solving methods to identify root causes and drive corrective actions
Drive continuous improvement initiatives focused on alarm quality, triage accuracy, escalation effectiveness, and operational communications
Support implementation and standardization of monitoring tools, systems, runbooks, and operational processes across the portfolio
Coach, mentor, and develop MARC team members, including performance feedback, training support, and professional development