Data Center Incident Response Project Coordinator

Astreya; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Astreya is seeking a Delivery Operations Lead to ensure seamless 24/7 continuity across four rotating 12-hour shifts. You will bridge four shift crews, audit logs, and eliminate information silos while keeping clients informed of progress and issues.

The role emphasizes standardizing processes, tracking delivery metrics, and escalating multi-shift roadblocks. Bachelor’s degree with ITIL preferred and strong communication are valued.

Qualifications

• Bachelor’s degree or equivalent practical experience in IT, Engineering or Operations.
• ITIL certification preferred and working knowledge of ITIL processes.
• Experience in 24/7 operations and data center environments.

Responsibilities

• Orchestrate handovers between four rotating 12-hour shift crews to avoid data loss.
• Review daily shift logs to ensure situational awareness 24/7.
• Escalate cross-shift bottlenecks and maintain SOP alignment.
• Provide regular reports to management and clients.

Skills

Data center operations

IT service management

24/7 operations

Client-facing communication

Stakeholder management

Shift coordination

Education

Bachelor’s degree IT/Engineering/Operations

ITIL certification

Tools

Incident I.O.

Grafana

Jira

Telemetrics

Job description

This role ensures that critical technical tasks, unresolved incidents, and delivery targets transfer seamlessly without any drop in operational safety or performance. Ensure seamless 24/7 continuity across the 12-hour rotating shifts. The role reports directly to the delivery manager and the client. Acts as the primary bridge between the four distinct shift crews to guarantee consistent operational delivery and client satisfaction.

Key Responsibilities

• Orchestrate the critical handover windows between the four rotating 12-hour shift crews, preventing data loss or dropped tasks.


• Review and audit daily shift logs from all four teams to guarantee complete situational awareness across the 24/7 cycle.


• Audit shift logs to verify that the incoming team has full visibility into ongoing technical issues.


• Identify operational gaps or inconsistencies in how different shift teams execute standard operating procedures (SOPs).


• Eliminate information silos and communication gaps between morning and evening crews.


• Provide daily, weekly and monthly reports to your manager.

Operational Delivery

• Monitor real-time queue volumes (tickets, deployments, alerts) to ensure service level agreements (SLAs) are met across all shifts.


• Standardize operational processes so that work is executed consistently, regardless of which shift is active.


• Act as the point of escalation for delivery roadblocks that span multiple shifts.


• Balance workloads between shifts to prevent burnout and clear backlogs.

Performance & Reporting

• Track and report on operational delivery metrics, downtime, and handover efficiency.


• Identify recurring issues during specific shifts and work with team leads to resolve them.


• Document best practices to continuously improve the data center's 24/7 operating model.

Client Relations & Delivery Management

• Serve as the trusted, direct point of contact for the client regarding cross-shift delivery status and performance updates.


• Translate complex, technical shift updates into clear, high-level summaries for the Delivery Manager and client leadership.


• Monitor queue volumes and incident response times across all four rotations to ensure strict SLA compliance.


• Escalate multi-shift bottlenecks or systemic infrastructure issues directly to the Delivery Manager with proposed solutions.

Qualifications

Skills & Experience

• 3 of experience in data center operations, IT service management, or 24/7 technical operations.


• Strong understanding of data center environments, infrastructure, and infrastructure delivery.


• Exceptional communication skills to convey complex technical statuses quickly and accurately.


• Extensive experience working within or managing a 24/7 continuous operation (ideally 12-hour shift schedules).


• Strong client-facing presence with the ability to manage stakeholder expectations and deliver technical updates confidently..

Preferred Education & Certifications

• Bachelor’s degree in IT, Engineering, Business Operations, or equivalent practical experience.


• ITIL certification (specifically Service Transition or Service Operations).


• Proficiency with workflow and ticketing platforms like Incident I.O, Grafana, Jira, Telemetrics etc.