Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the InCommand Operations team: establish priorities, mentor and develop engineers, conduct performance evaluations, and facilitate recruitment as the team expands.

• Take ownership of the team's operational standards, document and uphold procedures, and guarantee consistent training.

• Lead the onboarding process for new customers and sites from the initial kickoff through to go-live, which includes planning, scheduling, conducting customer working sessions, tracking risks, reporting progress, and resolving issues.

• Construct each site's InCommand record using construction documents and site walks, encompassing spaces, racks, power pathways, cooling systems, devices, and cross-connects.

• Prepare and upload bulk-upload worksheets and collaborate with Integrations to identify and validate necessary telemetry points.

• Leverage AI assistants and automation to transform drawings, asset lists, and field notes into organized, validated data.

• Develop repeatable extraction and validation workflows and audit existing site data for any discrepancies.

• Provide support to sites and customers regarding platform usage, including power capacity monitoring, space and rack layouts, device lifecycle management, ports and cross-connects, billing data, CMMS asset tracking, preventive maintenance, checklists, critical spares, and monthly reporting.

• Train customers and site teams to ensure the service desk is their primary point of contact.

• Represent users to the development teams by replicating defects, documenting issues, writing enhancement requests, testing releases, and maintaining help documentation.

• Collaborate closely with Integrations and development teams.

⛳️ Requirements

• A minimum of 5 years of experience in or around data centers (operations, critical facilities, IT infrastructure, or DCIM), including at least 2 years in a formal management role overseeing engineers or technicians, with responsibilities for setting priorities, coaching, performance reviews, and hiring.

• Proven experience leading projects from inception to completion, coordinating with internal teams and external customers while managing scope, schedule, stakeholders, and status.

• Familiarity with SCADA systems (BMS and EPMS).

• Proficient in reading and interpreting data center construction documents, including single-line diagrams, floor plans, rack elevations, and panel schedules.

• Regular use of AI tools (such as Claude, ChatGPT, or similar) to extract, structure, and validate data; capable of creating prompts and automations.

• Strong data handling skills: advanced proficiency in Excel and Power Query, SQL, and structured formats like CSV and JSON.

• Effective communication skills and confidence in leading customer working sessions and explaining technical findings to non-technical audiences.

• Ability to independently resolve challenging problems.

• Preferred: experience with a DCIM, DCFM, or CMMS platform (such as Nlyte, Sunbird, Hyperview, MCIM, or similar).

• Preferred: knowledge of Python or PowerShell scripting and REST APIs.

• Preferred: direct support experience with colocation customers, including handling reporting and billing data.

• Preferred: ITIL or PMP certification.

🏝️ Benefits

• Paid time off

• Paid holidays

• 401(k)

• Full coverage medical, dental, and vision

• Bonus as part of the compensation package