Operations Incident Manager

Compass Datacenters•Dallas, TX

7d•Onsite

About The Position

Come join our Rocket Ship and be part of Compass Datacenter’s mission to make life better by providing the world’s technology leaders with a secure place to plug-in wherever they grow. We provide custom, move-in ready data centers, from edge deployments to core facilities serving hyperscale, cloud and enterprise customers. At Compass we have our sights set on leaving a legacy imprint on the data center industry. By putting Culture first, we can show this not only produces results, but more importantly, can change lives. Compass is seeking an Operations Incident Manager at our Dallas, TX location. The Operations Incident Manager is responsible for the execution and continuous improvement of Compass’ incident management program. This role leads a 24x7x365 team out of two locations and manages the full lifecycle of operational incidents from detection through resolution and root cause analysis. This role drives continuity, rapid response for Incidents between our on-site Operations teams, Strategic Partners and Customers - and maintains KPIs and performance tracking to enable effectiveness of the workflows and tools. A key focus is also deploying AI and automation to increase efficiency and eliminate errors. Success in this role requires a balance of strong leadership, critical thinking, and a forward-looking approach to technology — with the ability to perform in a fast-paced, high-accountability environment.

Requirements

Technical knowledge (including implementation, maintenance, and troubleshooting) of HVAC, Electrical, Life Safety, and Security
Working knowledge of Microsoft Suite & ServiceNow
Requirements: Mechanical/electrical systems, security systems, and safety experience in a Data Center environment
Knowledge in physical security strategies, principles, standards, policies, and procedures

Nice To Haves

Experience deploying AI / automation strongly preferred
Call center or customer service experience preferred

Responsibilities

Responsible for maintaining 24x7x365 staff levels, and ensuring 100% coverage
Understand and prioritize work for team members to meet Company requirements.
Track all activities to make sure deliverables are being met and processes are being followed
Collect, track, and record data and statistics for various reporting requirements
Monitor and respond to BMS events/alarms including but not limited to HVAC, Electrical, and Life Safety / Security systems (escalation for alarm acknowledgement requirements)
Guide IT in automating the incident lifecycle by applying operational knowledge to AI initiatives.
Conduct annual reviews & updates to the Incident Management Program, and subsequent training content
Support evidence collection and inquiries for Operational audits, related to Incident Management