Technical Customer Operations Manager
Technical Customer Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Responsibilities:
- Customer Liaison: Act as the primary operational point of contact between internal teams and the customers operations teams managing daytoday technical inquiries and fostering strong customer relationships.
- Operational Alignment: Collaborate with internal operations teams to ensure that the customers operational requirements are understood and implemented effectively including responding to incidents planned works and maintenance schedules.
- Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams ensuring timely communication and resolution for the customer.
- Performance Monitoring & Reporting: Track analyze and report on the performance of data center operations against customer Service Level Agreements (SLAs) and key performance indicators (KPIs). Present regular updates to both internal leadership and customer stakeholders.
- Incident Management: Oversee and manage incidents ensuring proper escalation communication and resolution with the customer. Provide postincident reviews and improvements to both internal and customer operations.
- Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs driving internal coordination for smooth change management processes.
- Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback identify opportunities for improvement and ensure overall satisfaction with our data center operations.
- Project Coordination: Support projectbased initiatives such as new site developments capacity expansions or technical upgrades serving as the customers advocate within internal project teams.
- Documentation & Compliance: Ensure that all customerfacing documentation including operational playbooks technical procedures and incident reports is up to date and aligns with both internal and customer expectations.
Qualifications:
- Minimum 5 years of experience in data center operations or technical customerfacing roles preferably within the data center or technology industries.
- Experience interfacing with hyperscale customers or largescale enterprise customers in a technical capacity.
- Proven experience managing incidents escalations and operational communications between technical teams and customers.
- Strong understanding of data center infrastructure (mechanical electrical and critical systems).
- Excellent communication skills with the ability to translate complex technical concepts into clear actionable communication for customers.
- Ability to manage multiple priorities in a fastpaced environment while maintaining attention to detail.
- Proven problemsolving and decisionmaking skills particularly under timesensitive circumstances.
- Familiarity with incident management tools and methodologies (e.g. ITIL) is a plus.
- Strong customer relationship management skills and a proactive solutionsoriented approach.
- ITIL Certification or equivalent operational management frameworks preferred
- Experience with hyperscale data center environments preferred
- Knowledge of cloud infrastructure and associated customer technologies preferred
Education / Certifications:
- Bachelors degree in Engineering Information Technology or a related field. Equivalent experience will be considered.
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne or to submit a resume.
Required Experience:
Manager
Employment Type
Full-Time
