Operations Supervisor

Philadelphia, PA, United States

Job Details

Job Location

Philadelphia - 401 N. Broad - Philadelphia, PA

Description

Who We Are

Netrality Data Centers is a growing private-equity backed owner-operator of strategic interconnection properties. With eighteen premier data centers located in six metropolitan markets, Netrality continues to acquire strategic network interconnection data centers and develop Meet Me Rooms and wholesale data center space within those properties to offer the highest quality and most robust direct network interconnections in the market.

Netrality offers comprehensive and competitive benefits to our employees, notably:

Multiple offerings for medical, dental, and vision insurance

Company-paid life, short- and long-term disability, and AD&D insurance

Paid parental leave, fertility support, 401k matching

Employee discount services through our partners savings platform

$1:$1 company match for all eligible charitable gifts

Who We Need

The Operations Supervisor has overall responsibility for the operations side of the property's Colocation Data Center business, including all related infrastructure throughout the building. This position offers the opportunity to work closely with the leadership of our Property Management and Data Center Operations teams.

Netrality is a close-knit team of A-players. This is an opportunity for the right person to establish efficiencies and best practice enterprise-wide, with the potential for growth of the function over time.

Description of Responsibilities

Staffing Train and manage all MMR technical support personnel, as required.

Manage team availability and expectations regarding task delegation and deadlines.

Provisioning Manage all physical aspects of customer installation and task delegations regarding power turn-up and any space configurations, within deadline.

Install (or coordinate customer installation of) all homeruns between customer cabinet/cage and Meet Me Room (MMR)

Manage rack conditions and cable management in customer environments.

Provision and inventory all MMR RUs, install all FDPs according to provisioning plan, port fiber cables to FDPs in the MMR, and terminate customer fiber cables,

Provision and inventory all POE activity. Assign and tag all innerducts for customers to pull cables into.

Track and inventory all cross connects in the MMR

lifecycle manage service tickets (cases), for all work undertaken in response to customer requests.

Ensure customer and contractor insurance requirements are met and maintained.

Design, install and manage riser infrastructure and cable facilities to provide base building tenants' connectivity to the data center.

Monitor in-building corporate IP telecommunication system, and recommend improvements/additions.

Supervision of all data center conditions and activities within the facility with the purpose of monitoring for improvements, house-keeping needs, and facility policy regulation.

Customer Service Implement appropriate ticketing/work order systems and procedures

Inspect the work quality of team installed customer equipment prior to placing equipment in service.

Supervise and provide direction to all installation contractors ensuring construction is commensurate with building guidelines.

Oversee the delivery of all technical support services, including Remote Hands, troubleshooting, etc.

Receive and coordinate storage, movement, and deployment of customer equipment delivered to site on behalf of remote customers.

Establish and enforce appropriate benchmarks for customer service response times

Ensure overall customer satisfaction for the life of the relationship

Create orientation materials for new customers, as needed.

Maintain action item register for ongoing operational issues and report status of issues to MMR ownership weekly.

Capacity Management Implement appropriate physical asset inventory management practices, including: Software / database tools

Labeling standards

Establish and maintain naming/numbering scheme for cabinets, racks and panels to facilitate assignment and inventory requirements.

Maintain complete inventory of all customer homeruns and cross connects, including origin and destination ports

Track power allocation and utilization, and provide feedback to the sales team regarding available power capacity

Maintain complete inventory of, and allocate all new POEs and riser innerducts.

Create, manage and maintain visual inventory of all data center colo space, and MMR rack and panel capacity

Equipment Maintenance Select vendors and negotiate and execute contracts for routine maintenance of key infrastructure systems, including HVAC, UPS, DC plant, generator, fire/life safety, access/security, BMS, etc.

Create and maintain equipment maintenance schedules and logs

Determine and maintain optimal setpoints/parameters for all infrastructure equipment

Oversee any non-routine equipment repairs, replacements, upgrades, etc., as needed

Understand base building systems and impacts on data center operations.

Monitor all equipment status via integrated building management system and respond appropriately to alarm situations.

Perform routine visual inspections of equipment to ensure efficient functionality and meet required schedules.

Security Implement appropriate security protocols and procedures

Create procedure and documentation for data center sign-in process

Oversee security protocols

Maintain and monitor access card and security camera systems to prevent unauthorized facility access

Install and commission security cameras and administer security system.

Manage and maintain all authorized customer access lists.

Maintain cabinet access codes and program new codes for new customers.

Disaster Recovery Uphold appropriate disaster recovery plans and procedures

Oversee execution of DR plans during and immediately following all emergencies

Coordinate MMR DR plan with building ownership crisis plan.

Standards Achieve and maintain SSAE 16 and SOC certification

Identify and recommend any other helpful certifications

Manage ongoing compliance requirements for all certification programs

Energy Efficiency Recommend and implement energy efficiency improvements (via both operating standards and capital expenditures)

Work with local jurisdictions/utilities and other entities to obtain incentive funds for efficiency projects

Operating Supplies Maintain appropriate inventory of operating supplies to ensure smooth and efficient operation of the business

Establish baseline inventory of tools, supplies, equipment, and consumables.

Evaluate multiple vendor equipment specifications.

Obtain quotes for required materials.

Establish and perform purchase order process to obtain materials from suppliers.

Maintain supplier relationships and negotiate any supply contracts as appropriate

Sales Support / Pre-sales engineering Assist sales team with prospective customer inquiries, site tours, price quotes

Provide feedback regarding acceptable contract terms

Provide design services to customers for cage layout, rack and cable management components, fiber optic cables, and network equipment including fuse/breaker panels, and fiber distribution panels (FDP's).

Life-cycle management of customer relationship.

Budgeting / Accounting Assist with annual operating budget

Assist with annual capital budget

Review, approve, and code all vendor invoices

Ensure that all expenditures are consistent with approved budgets

Assist accounting manager with all billing/collection issues

Regular financial reporting and updates to corporate accounting and building ownership.

Reconcile billed services against services ordered by and provided to customers.

Capital Projects Assist ownership with the planning and implementation of new data center spaces within the building

Assist ownership with the planning and implementation of major infrastructure additions (e.g. new central generator plant)

Thrive in a fast-paced environment, managing competing priorities.

Be curious and inquisitive about understanding and improving business processes.

Be a team player with the ability to work and communicate across a variety of business units, data center operations, and management levels.

Provide ad-hoc analytical support and special projects as requested.

Communicate regularly with management and various business units.

Position Requirements and Desired Skills

5+ years' experience in telecommunications and/or colocation facility management as well as strong knowledge of the telecommunications industry (i.e. telecom carriers, networks, inside/outside plant, transport equipment, etc.).

Bachelor's degree preferred

Strong working knowledge of DWDM, Ethernet, IP, and SONET

Hands-on experience with DC power installation, and fiber optic cable installation termination and testing

Strong working knowledge of electrical power systems, including utility switchgear, AC and DC distribution, UPS/battery backup systems, diesel generators

Strong working knowledge of typical colocation facility HVAC equipment

Experience in administering customer license agreements

Hands-on experience with infrastructure design and construction, including relay racks, data cabinets, and cable support structures

Strong analytical, critical thinking, problem solving and organizational skills

Excellent communicator, confidently articulating complex analysis and solutions both orally and written

Have a demonstrated track record of accomplishments and promotions in your field

Be a detail-oriented problem solver, working towards meaningful solutions at all times

Experience working independently as well as collaboratively; effectively managing priorities while meeting hard deadlines

Ability to work cross-functionally with ease

Proficient with the Microsoft Office Suite, including Visio and advanced Excel skills.

Relational database programming (Microsoft Access, SQL Server, etc.) with AutoCAD experience preferred but not mandatory.

Budget and contract management experience

Self-motivated, initiative taker

Highest ethical and professional conduct and integrity

Adhere to all guidelines and expectations set forth in company's corporate handbook

Netrality Management Co., LLC and its affiliate companies are equal opportunity employers, abiding by all federal, state, and local laws and employment regulations. Netrality Management Co., LLC does not discriminate on the basis of any protected classes and encourages being a provider of an inclusive and diverse workplace.

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