Manager, Operations Support - Data Center

About the role

The Operations Support Center (OSC) Manager owns the end-to-end operation of Prime Data Centers’ Operations Support Center at DFW-01-01, the 24/7/365 hub responsible for monitoring, triaging, and coordinating response across customer, security, and internal IT ticket queues, as well as Building Management System (BMS) and Electrical Power Monitoring System (EPMS) alarms for critical facility infrastructure.

This is a hybrid, build-and-run role. In the near term, the manager will help stand up the supporting software and monitoring infrastructure (ticketing, alarm/notification, DCIM, dashboards, and incident bridge tooling) and will design the processes, runbooks, and staffing model for the OSC. Once the foundation is in place, the manager will recruit, train, and lead a team of Operations Support Center professionals who work rotating 24/7 shifts, and will personally own incident response leadership and bridge/call management for critical and major incidents.

Success in this role looks like a fully staffed, well-trained OSC team; mature monitoring and ticketing tooling; documented, repeatable incident and escalation processes; and measurable improvement in response times, uptime, and customer/stakeholder satisfaction

• Own end-to-end management of the OSC, including customer ticket queues, internal IT ticket queues, and security ticket queues, ensuring SLAs and response-time targets are consistently met.
• Monitor and manage BMS and EPMS alarms and events across critical power, cooling, and electrical infrastructure, ensuring alarms are triaged, escalated, and resolved per established procedures.
• Serve as the process owner for incident response, including severity classification, escalation paths, communication protocols, and post-incident review.
• Lead and manage the incident bridge/conference bridge process for major incidents, coordinating cross-functional stakeholders (facilities, IT, security, customers, leadership) through resolution.
• Drive root-cause analysis and after-action reviews for significant incidents, and track corrective actions to closure.

• Partner with IT, engineering, and vendors to define, select, and implement the software and technology stack supporting the OSC — ticketing/ITSM platform, DCIM, BMS/EPMS monitoring and alarm management, notification/paging tools, and reporting dashboards.
• Design standard operating procedures (SOPs), runbooks, escalation matrices, and shift handoff protocols for a 24/7 operation.
• Establish KPIs and reporting cadences (e.g., MTTA, MTTR, ticket volume/aging, alarm response times, SLA adherence) and build the dashboards/reports needed to track them.
• Continuously evaluate and improve tools, processes, and automation opportunities to increase OSC efficiency and reduce manual effort.

• Recruit, hire, onboard, and train a team of Operations Support Center analysts/specialists to staff a 24/7, 365-day rotating shift schedule.
• Develop training programs and career pathing so the team can competently monitor BMS/EPMS systems, triage tickets, and respond to incidents independently.
• Build and manage shift schedules, ensure adequate 24/7 coverage, and manage staffing changes, overtime, and shift trades.
• Coach, mentor, and performance-manage direct reports; foster a culture of accountability, urgency, and customer service.

• Act as a key point of escalation for customers, internal IT, and security teams during active incidents or high-priority issues.
• Communicate incident status, resolution timelines, and post-incident summaries clearly to customers, leadership, and cross-functional partners.
• Collaborate with facilities/critical infrastructure engineering, security, IT, and account management teams to align OSC processes with broader site and company operations.
• Represent the OSC in site readiness reviews, audits, and customer-facing operational discussions as needed.

• 5+ years of experience in a data center, NOC/command center, or mission-critical operations environment, including experience with BMS, EPMS, DCIM, or similar building/electrical monitoring systems.
• 3+ years of people-management experience, including building or leading teams that operate on 24/7 shift schedules.
• Demonstrated experience owning incident response processes and leading incident/major-incident bridges.
• Experience with ticketing/ITSM platforms and…