Salute Mission Inc Hiring for Command Center (Data Center Operations Manager) Job at Goodyear, AZ Full Time

Across the data center industry – from deployment, through operations and maintenance, to decommissioning – Salute Mission Critical is the industry leader of delivering global data center services executed with military precision.

At Salute, we don’t have employees. We have team members. It’s our culture, and it’s a significant driver of the success we’re able to deliver for our clients. This team-oriented culture is defined by transparent communication, collaborative development and deployment of procedures and best practices, a customer service mindset both internally and externally, and a strong commitment to safety.

Call Center / Escalation Center Manager:

The Escalation Center Manager functions as a call center manager and is responsible for incident management and the overall leadership of the escalation team. This position will support the escalation center team and the customer by helping to facilitate the event management process. This person will have strong customer focus skills, problem solving and resolution skills as well as an ability to work well with others. This role will build strong cross functional partnerships between the Data Center OPS, Security, and the client. This role requires a balance of leadership, supportive individual contributions, and experience with Escalation Center/Command Center OPS. This person must be able to work well under pressure and deadlines and is responsible for ticket management and the monitoring of critical systems including but not limited to HVAC, Electrical, Life Safety, and Security.

Responsibilities:

• Oversee 24X7X365 Escalation Center (EC) operations
• Responsible for maintaining 24X7X365 staff levels, and ensuring 100% coverage
• Responsible for ensuring all staff are properly trained
• Track all activities to make sure deliverables are being met and processes are being followed

• Provide operational and tactical leadership to the EC
• Understand and prioritize work for team members to meet customer requirements
• Ensure all staff are properly trained
• Motivate, coach, and lead the team to achieve department goals
• 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 systems
• Monitor and respond to events/alarms related to Security systems
• Utilize tools provided to manage and monitor customer, vendor, and security/OPS tickets
• Process outbound and inbound calls while overseeing all calls, adhering to all policy and standards
• Ability to work with and manage internal and external clients

• Provide support in relation to security, data center infrastructure, and operation
• Required to work evenings/weekends

Skill Requirements:

• Excellent internal and external customer service skills

• Communicates effectively and accurately
• Ability to make quick, effective decisions under pressure
• Strong written and verbal skills
• The ability to work effectively in a team environment, but comfortable working alone and sometimes with little direction
• The ability to manage time well, and pivot between competing priorities and situation with ease

• Take the initiative where needed
• Receptive to feedback, willing to learn, embracing continuous improvement
• Ability to learn and adapt to new software applications and/or procedures
• Ability to work autonomously under leadership direction, written or verbal
• Willingness and capability to learn additional skills and transfer their own knowledge to others

Minimum Requirements:

• Minimum 3 years escalation or command center supervisor/manager experience
• Experience with MEP systems to include a basic understanding and knowledge of all HVAC, Electrical, Plumbing, Fire/Life Safety, and building management control systems a plus
• Experience with security systems both hardware and software, Genetec specific knowledge a plus

• Experience following emergency procedure protocols and regulatory interfaces
• Computer skills i.e., Microsoft applications
• Experience with security technologies including Video Surveillance, Access Control, Incident Management Systems, and Security Operations Centers

Preferred Requirements:

• Military Service
• 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 start-up and deployment experience

If your professional growth and compensation trajectory are restricted in any way, consider –

• Stepping into a role with a nationally recognized leader in the Mission Critical market
• Working with an employer who maintains a corporate philosophy to hire only our nation’s best
• Who invests in and are unilaterally committed to continuing the enrichment of their employees

If you have what it takes to work in a dynamic, fast-paced environment we welcome the opportunity to provide more detail and explore your current situation and interests.

Military experience preferred.