Technical Operations Trainer

QTS Realty Trust, Inc.-posted about 1 month ago
Full-time • Mid Level
Suwanee, GA
Real Estate
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The Technical Operations Trainer - TechOps is a learning and development professional responsible for designing, delivering, and continuously improving comprehensive training programs for the entire TechOps organization, spanning individual contributors to senior managers. This role serves as the hands-on training leader for Technical Customer Service Representatives (TCSRs), and the strategic training partner for Network Engineers, Cloud Engineers, Systems Engineers, and Enterprise Technology teams within a mission-critical 24x7x365 data center environment. The position focuses on eliminating single points of failure through systematic knowledge transfer, cross-training initiatives, and career development pathways while building scalable training infrastructure and resources.

  • Create and deliver instructor-led, virtual, and on-demand training programs encompassing technical knowledge, troubleshooting methodologies, system proficiency, and process adherence
  • Develop scenario-based and simulation training environments that replicate real-world customer interactions and service-impacting events
  • Facilitate comprehensive onboarding, certification, and upskilling programs for TCSRs, Network Engineers, Cloud Engineers, and Systems Engineers
  • Deliver training content covering alarm board monitoring, ticket management, DNS, VPNs, routing protocols, customer communications, and enterprise technology systems
  • Identify, engage, and coordinate with technical subject matter experts across all TechOps disciplines to ensure training accuracy and relevance
  • Document subdisciplines within Enterprise Technology, Network Engineering, and Systems Engineering domains
  • Develop and maintain comprehensive knowledge base articles, job aids, and digital learning assets
  • Collaborate with SMEs to create standardized training materials that capture institutional knowledge and best practices
  • Develop and execute comprehensive training roadmaps aligned with TechOps organizational goals and service level agreements
  • Partner with leadership to identify, document, and prioritize training needs across Enterprise Technology, Network Engineering, and Systems Engineering disciplines
  • Conduct systematic gap analyses to identify single points of failure and knowledge dependencies across technical teams
  • Collaborate with leadership to design and implement cross-training programs to build organizational resilience and reduce knowledge silos
  • Support leadership enforcing accountability around training schedules and onboarding timelines through regular reporting and stakeholder meetings
  • Manage relationships with third-party training vendors and certification providers
  • Help to evaluate and procure external training resources, platforms, and tools to supplement internal capabilities
  • Coordinate external certification programs and professional development opportunities
  • Track and manage employee certifications, internal qualifications, and recurring training requirements in alignment with compliance and security standards
  • Evaluate training program effectiveness using feedback, assessments, performance metrics, and business impact data
  • Implement data-driven training evaluation methodologies to measure ROI and continuously improve content and delivery methods
  • Maintain detailed training records and provide regular reporting on program outcomes and organizational capability improvements
  • Maintain working familiarity with QTS technologies and systems, including ticketing platforms (e.g., ServiceNow), customer-facing tools, network infrastructure, and enterprise technology stacks
  • Leverage LMS platforms, digital learning tools, and knowledge management systems to deliver scalable training solutions
  • Stay current with industry best practices, emerging technologies, and evolving training methodologies
  • Foster an engaging and inclusive learning environment that promotes continuous learning, professional growth, and career advancement
  • Support career development pathways from individual contributor to senior management levels
  • Champion a culture of knowledge sharing and cross-functional collaboration
  • Travel up to 25% as needed to support remote teams, major initiatives, or in-person training sessions
  • 5+ years of experience in learning and development, instructional design, or training program management
  • 3+ years of technical experience in a mission-critical environment such as a data center, NOC, service provider, or similar 24x7x365 technical support setting
  • Proven track record of designing and implementing enterprise-wide training programs for technical teams
  • Strong project management skills with experience managing multiple concurrent training initiatives
  • Demonstrated ability to work strategically with senior leadership and assist stakeholders in meeting training commitments
  • Experience conducting training needs assessments and gap analyses
  • Strong organizational and time-management skills in fast-paced, dynamic environments
  • Ability to learn and teach complex technical concepts across multiple technology domains
  • U.S. Citizenship required due to federal contract requirements
  • Bachelor's degree in Learning & Development, Instructional Design, Education, or related field; technical degree (Computer Science, Information Technology, Engineering) preferred
  • Professional certifications in learning and development (e.g., CPTD, ATD Master Trainer, CPLP)
  • Experience as a TCSR, NOC technician, Network Engineer, or Systems Engineer with hands-on exposure to routing, switching, ticketing systems, DNS management, and enterprise technologies
  • Technical certifications such as CompTIA CTT+, Network+, CCNA, or equivalent demonstrating ability to understand and teach technical content
  • Experience with vendor management and third-party training procurement
  • Familiarity with Cisco, Juniper, or similar network platforms and tools such as SNMP, NetFlow, and DNS management utilities
  • Advanced experience with LMS platforms, digital learning tools (e.g., Articulate, Teams, SharePoint), and knowledge base management systems
  • Understanding of ITIL processes, especially incident and change management
  • Experience with advanced training evaluation methodologies (e.g., Kirkpatrick Model, Phillips ROI Model, data analytics)
  • Knowledge of cybersecurity practices and compliance frameworks (e.g., FedRAMP, SOC 2)
  • Experienced instructional design and facilitation skills, with ability to adapt delivery methods based on diverse learner needs and technical skill levels
  • Experienced in leadership development, communication training, and customer service excellence programs
  • This role offers significant growth potential with opportunities to expand into enterprise-wide learning strategy, organizational development, change management, and learning leadership positions
  • Strong business acumen and strategic thinking to align learning initiatives with organizational objectives and identify expansion opportunities
  • Excellent stakeholder management and influence skills for engaging leadership, SMEs, and cross-functional teams
  • Exceptional project management abilities with experience using project management tools and methodologies
  • Advanced analytical and problem-solving skills to identify training gaps and measure program effectiveness
  • Proficiency in Microsoft Office, Teams, virtual training platforms, and learning management systems
  • Strong vendor relationship management and negotiation skills
  • Detail-oriented with exceptional organizational and documentation abilities
  • Ability to thrive in ambiguous situations and build programs from the ground up
  • Change management skills to drive adoption of new training initiatives and processes
  • medical
  • dental
  • vision
  • life
  • disability insurance
  • 401(k) retirement plan
  • flexible spending and HSA accounts
  • paid holidays
  • paid time off
  • paid volunteer days
  • employee assistance program
  • tuition assistance
  • parental leave
  • military leave assistance
  • QTS scholarship for dependents
  • wellness program
  • other company benefits
  • Bonus eligible
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