Data Center Operations Manager

The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Data Center Operations Manager with an exceptional commitment to service excellence to join its team. As the Data Center Operations Manager, you will be an integral member of the Infrastructure Services team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. 

We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

MINIMUM QUALIFICATIONS
The candidate for the position of Data Center Operations Manager must meet the following qualifications:

• Bachelor’s degree in engineering, computer science, computer information systems, business management, or a related field, or equivalent combination of education, training, and experience.
• Extensive applicable experience in engineering, computer science, computer information systems, or a related field.
• Six years of experience in one of the following fields:, data center or network operation center.
• Experience with problem research and resolution for issues related to a complex data center facility and colocation.
• Knowledge of safety policies, practices, and procedures, especially as related to data center operations.
• Ability to interpret, analyze, and apply pertinent policies, procedures, regulations, and requirements.
• Experience with developing and analyzing infrastructure and applications key performance indicator (KPI) reports.
• Experience with developing data center and network operations center documentation and management reports
• Experience installing, terminating, testing, and labeling cross connects (CAT5, coax, fiber).
• Experience and understanding of UPS and HVAC systems, along with other physical infrastructure associated with temperature control and power systems.
• Extensive experience with network operations; experience managing managed services.
• Exposure to Level 1 troubleshooting for a range of areas including Windows Server, LAN/WAN networking, Unix/SAN, security, wireless, and VoIP.
• Strong understanding of SolarWinds, or other network and application monitoring tools.
• Extensive experience with ITIL and incident and problem management.
• Extensive experience with operating systems, hardware, disaster recovery systems, orchestration, and basic LAN technologies.
• Strong knowledge of network commands and tools such as traceroute, nslookup, tcpdump, and Wireshark.
• Flexibility and ability to work during non-business hours and/or be available to assist with emergencies during holiday or weekend hours, as needed.

PREFERRED QUALIFICATIONS
The ideal candidate for the position of Data Center Manager has the following qualifications:

• Bachelor’s degree in business management, engineering, computer science, computer information systems, or a related field.
• More than eight years of experience in one of the following fields: information technology, data center, or disaster recovery. Three or more years of experience in a management or leadership role.
• Demonstrated experience with managed services specifically managing a network operations center.
• Information technology certifications, specific to network monitoring, data center hardware, network and/or security.
• Ability to develop positive working relationships and a strong rapport with team members; demonstrated experience in leading a multifunctional team.
• Is a persuasive and effective communicator with the ability to interact with a wide variety of stakeholders and with experience presenting the business side of technical topics to non-technical audiences.

THE WORK YOU WILL DO

The Data Center Operations Manager manages IT facilities solutions and support for ITS data centers and hosting facilities. The Data Center Operations Manager is responsible for overseeing day-to-day data center operations and job scheduling and managing data center facilities to ensure that efficient, reliable, and secure service is delivered to campus customers. As a member of ITS, the Data Center Operations Manager is expected to model and cultivate ITS’s cultural values and behaviors within his or her team.

JOB ACCOUNTABILITIES:
The Data Center Operations Manager:

• Oversees the day-to-day data center operations, job scheduling, and management of data center facilities to ensure reliable services.
• Responsible for holding managed services providers for the network operations center accountable. Collaborates proactively with the managed services providers to ensure productivity and limit downtime.
• Manages the development of team members by helping them set and achieve goals for their career growth and fosters an inclusive environment that values differences and creates a sense of belonging and appreciation among team members.
• Supports the vision for infrastructure services and works with other ITS leaders to develop and manage a holistic strategy for delivering service quality and continuous service improvement.
• Works closely with ITS leadership to identify, implement, and support cost-effective, leading solutions for the data center.
• Builds and maintains strong relationships with customers, partners, and stakeholders to ensure that consistent, reliable service is delivered to a range of university stakeholders.
• Manages technology strategy for data center facilities, security policies, data center vendors, hardware/software enhancements, and network resources.
• Manages the team responsible for the planning, installation, maintenance, and operation of server hardware and support infrastructure at scale.
• Drives day-to-day operations of the data center by monitoring and operating critical functions and facilities, including HVAC systems and other physical infrastructure associated with temperature control and power systems.
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.