Operations Incident Manager

Compass Datacenters•Dallas, TX

8d•Onsite

About The Position

Compass Datacenters is seeking an Operations Incident Manager at their Dallas, TX location. This role is responsible for the execution and continuous improvement of Compass’ incident management program. The Operations Incident Manager leads a 24x7x365 team across two locations, managing the entire lifecycle of operational incidents from detection through resolution and root cause analysis. The role drives continuity and rapid response for Incidents between on-site Operations teams, Strategic Partners, and Customers. Key responsibilities include maintaining KPIs and performance tracking to ensure workflow and tool effectiveness, and deploying AI and automation to enhance efficiency and reduce errors. Success requires strong leadership, critical thinking, and a forward-looking technological approach, with the ability to thrive in a fast-paced, high-accountability environment.

Requirements

Mechanical/electrical systems, security systems, and safety experience in a Data Center environment
Knowledge in physical security strategies, principles, standards, policies, and procedures
Call center or customer service experience preferred

Nice To Haves

Technical knowledge (including implementation, maintenance, and troubleshooting) of HVAC, Electrical, Life Safety, and Security
Working knowledge of Microsoft Suite & ServiceNow
Experience deploying AI / automation strongly preferred
Ability to create and interpret technical documents and reports

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