Root Cause Analysis Coordinator

QTS Data Centers•Atlanta, GA

22h

About The Position

The Root Cause Analysis Coordinator will be charged with managing the operational aspects of problem handling, ensuring efficient execution, monitoring, and communication of tasks. This role will help streamline problem resolution processes, improve customer satisfaction, and contribute to operational excellence.

Requirements

Bachelor’s degree or professional equivalent.
Two or more years of direct experience with engineering related activities in a technical or critical environment (data center, nuclear power, hospital, pharmaceutical, semiconductor, industrial/commercial field engineering.
US Citizenship for this position required by law due to federal customer contracts.
Strong critical thinking and decision-making skills.
Project management expertise for coordinating corrective actions across teams.
Data analysis skills to generate insights from problem metrics and trends.
Strong facilitation and documentation skills for meetings and reports.
Ability to work in a fast-paced, dynamic environment with evolving processes.
Ability and willingness to think outside of the box to find creative and innovative solutions to improve quality and reliability.
Proven critical thinking skills to analyze and solve complex problems effectively.
Strong organizational, analytical, and communication skills.
Background in Data Center or heavy asset environment such as manufacturing.
⁠Basic understanding of both mechanical and electrical equipment, systems and design related to data centers.
Knowledge of electricity and medium to low voltage electrical distribution systems.
Knowledge of emergency backup systems (generators, UPS, battery backup).

Nice To Haves

ITIL certification is highly preferred.
PMP Certification is highly preferred.
Strong project management experience with a track record of coordinating corrective actions across multiple teams.
Experience with ServiceNow or similar IT service management tools.
Familiarity with facility operations or data center environments preferred.

Responsibilities

Manage day-to-day operations of problem handling, ensuring timely execution and communication.
Actively monitor and prioritize problem tickets and tasks in ServiceNow, ensuring appropriate assignments to teams (e.g., Facilities, DCIM, Tier 4, Security, Property Development).
Ensure accurate and timely documentation of root cause analysis (RCA) and resolution details.
Actively prioritize Problems effectively by scale, value and impact.
Schedule and facilitate problem management meetings.
Effectively distribute meeting notes, action items, and deadlines to invitees and leadership.
Generate regular reports on overdue tasks, trends, and resolution timelines for visibility and accountability.
Collaborate with process managers to identify recurring problems and develop long-term solutions.
Assist in developing and refining problem management processes and policies to align with ITIL best practices.
Support the creation of a formal problem management policy and standard operating procedures (SOPs).
Ensure effective communication with stakeholders regarding problem status, RCA findings, and resolution progress.
Coordinate with OSC leadership for After Action Report (AAR) and Incident Review Report (IRR) updates.
Partners with OSC leads, problem process owners, and incident managers to align on problem prioritization and resolution strategies.