Global Director of Data Center Network Operations

　　As a Global NOC Director, you will execute existing, critical incident response operations. You will manage customer impacting incidents and executive level customer escalations. You will also collaborate and partner with the entire ECX organization to drive resolution. In this role, you will partner and collaborate with Infrastructure, Engineering, Technical Support, Product Owners, Customer Success and Business Leadership to ensure delivery of a support experience for customers. You will ensure transparent communication that drives internal/external customer satisfaction. This position is based in Schiphol, Netherlands.

　　Primary Responsibilities

　　Leadership and training of multiple global Network Operations Centers staff and local management

　　Site uptime and adherence to customer SLAs (power availability and environment control)

　　Site physical security (through on-site guards, techs and remote monitoring by the NOC/GSOC)

　　Operating budget adherence, which include contract staff, preventive and emergency maintenance costs, and other operating costs like fuel and consumables

　　Customer support and satisfaction through on-site Remote Hands and NOC support as needed

　　Coordinates with internal cross function teams to identify and implement new systems to support existing and future business needs

　　Domestic and international travel up to 25%

　　Knowledge, Skills & Abilities

　　Strong communications, both written and verbal, in leading teams and coordinating with peers and other disciplines on driving projects/issues to closure

　　Commitment to organizational excellence and constant awareness to seek opportunities to improve processes/quality of deliverables

　　Superb ability to prioritize and manage multiple projects/responsibilities

　　Superb ability to meet committed timelines, leveraging assistance/input from peers

　　Strong and effective team player in working with various disciplines and peer groups; can cover all gamut of tasks required to ‘getting a job done’

　　Strong attention to details

　　Experience/Education

　　Bachelor’s degree in computer science/engineering or in a related technical field, or equivalent practical experience

　　8+ years of experience in managing critical incidents and 7x24 Operations command and control staff

　　5+ years of experience in providing technical or infrastructure call center support

　　Experience in an operational and leadership role within a Data Center services delivery environment

　　Preferred Qualifications

　　Certification in ITIL v4 and/or Project Management

　　Experience in supporting and managing technical environments within a global Data Center environment

　　Experience with industry tools (DCIM, BMS, Ticketing, and Methods of Procedure)

　　Experience with incident command process and procedures (NIMS, etc.)

　　Knowledge of leadership in engineering, operations, or executive support roles

　　Ability to influence momentum of incident response across multiple teams

　　Ability to work in a rapidly changing environment with proven skills in prioritization and time management

　　EdgeConneX believes diversity – of thought, backgrounds and experiences – affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. EdgeConneX is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.

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