Operations Specialist - Global Support Operations Center

Data Center & Supply Chain (DCS) - Global Data Center Operations is responsible for delivering resilient, scalable, and secure infrastructure that powers our global platforms. Within DCS, the DC Security & EHS organization safeguards people, assets, and operational continuity across hyperscale data center environments worldwide. The Global Support Operations Center (GSOC) functions as the centralized 24/7 operational command capability supporting physical security monitoring, life safety events, environmental health & safety notifications, supply chain disruptions, and critical incident coordination.

This role provides global governance, performance oversight, and operational standardization for Regional Security Operations Centers (RSOCs) across EMEA, AMS, and APAC. The GSOC enables standardized detection, rapid escalation, executive visibility, and operational risk reduction across all data center regions while ensuring regional execution remains aligned to global standards. The GSOC Specialist is responsible for real-time operational coordination and direction across GSOC activities.

This role provides day-to-day leadership during monitoring and incident response, ensuring consistent execution of triage and escalation processes across regions. While not a formal people manager, this role acts as the shift-level authority for operational decision-making and guidance. Your responsibilities will include:

- Own and continuously improve global 24/7 GSOC operational performance, including monitoring effectiveness, escalation quality, and incident coordination standards across EMEA, AMS, and APAC RSOCs.

- Establish governance frameworks to ensure regional RSOCs operate in alignment with global SOPs, playbooks, and DC Security & EHS standards.

- Develop, implement, and maintain global SOPs, escalation matrices, quality assurance programs, and operational controls applicable across all regions.

- Partner with Data Center Operations (DCO), Physical Security Engineering, EHS, Construction, and Supply Chain teams to coordinate response to critical incidents and operational disruptions impacting multiple regions.

- Establish and track GSOC and RSOC KPIs, SLAs, and performance dashboards to drive measurable improvements in detection accuracy, response time, and reporting consistency globally.

- Oversee third-party monitoring vendors and regional operational partners to ensure adherence to contractual SLAs, audit readiness, and quality standards.

- Provide executive-ready reporting and consolidated risk summaries to regional and global leadership during critical incidents.

- Support regional operational reviews, RSOC assessments, and audit activities; international travel up to four times per year, including but not limited to Europe (EMEA), AMS, and APAC. Candidates must have a valid passport and be able to obtain the necessary visas.

Minimum Qualifications - Bachelor's degree or higher in Security Management, Occupational Safety, Emergency Management, Business Administration, or related field.

- Demonstrated experience operating within a 24/7 Security, Support, or Operations Center environment in a mission-critical infrastructure setting.

- Strong understanding of physical security systems (ACS, CCTV, alarms), life safety systems, and centralized incident management platforms.

- Experience developing SOPs, escalation protocols, quality assurance frameworks, and operational performance metrics.

- Demonstrated experience coordinating multi-regional stakeholders or distributed operational teams.

- Strong analytical and reporting capabilities, including executive-facing communication skills.

- Ability to operate independently and influence across global stakeholders without direct authority.

Preferred Qualifications - 3+ years of experience in Security Operations, Global Operations Centers, or data center operations environments.

- Experience supporting hyperscale data center or large-scale infrastructure environments.

- Experience managing third-party monitoring vendors or outsourced operational partners.

- Familiarity with compliance frameworks such as ISO 27001, SOC 2, OSHA, or similar data center-relevant standards.

- Experience participating in crisis management programs or executive-level incident briefings.