Managed staffing of resources to fulfil 24×7 rotational shifts
Team Leadership and Management
Develop, mentor, and conduct performance reviews for the 24×7 DC Operations team.
Serve as the primary escalation point for all operational incidents and staffing issues.
Develop and maintain the 24×7 shift schedule to ensure continuous coverage and manage shift rotation/time off requests
Own, update, and govern all DC SOPs; drive regular reviews and training sessions to ensure team compliance
Oversee L1 incident response, including identifying, diagnosing, and performing basic L1 network (e.g., port patching/testing) and server hardware (e.g., drive swaps, console access) troubleshooting
Ensure DC Ops staff are following SOP to:
Perform DC site escort for vendor visitors or vendor engineers
Perform monitoring of system alerts and perform escalation to next level for support
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