Data Center Operations Lead – SLA & Global Sites

HCLTech; Cary (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

HCLTech in Cary, NC is seeking an experienced Operations Manager to lead data center/critical infrastructure activities. The role focuses on staffing, incident triage, and SLA-driven service delivery across distributed sites, with emphasis on performance coaching and cross-functional collaboration.

Ideal candidates will have 5+ years in operations management, comfort with multi-site environments, and a track record of improving uptime and efficiency while ensuring safety and regulatory

Qualifications

• 5+ years of operations management experience in data center, telecommunications, or critical infrastructure environments.
• Direct experience with SLA-driven service delivery models.
• Strong understanding of workforce planning, scheduling, and resource optimization.
• Demonstrated ability to manage performance — coaching, documentation, accountability.
• Comfortable operating across multiple geographically distributed sites.
• Experience with escalation management and stakeholder communication.

Responsibilities

• Coordinated shift operations and ensured adequate staffing coverage for business-critical activities.
• Led incident triage and escalation management during operational disruptions.
• Tracked and reported key operational metrics including uptime, MTTR, incident trends, and SLA compliance.
• Drove process improvements to improve efficiency, reduce downtime, and enhance operational excellence.
• Collaborated with stakeholders, customers, and cross-functional engineering teams.
• Ensured compliance with safety, security, and regulatory requirements.
• Mentored junior technicians and supported knowledge-sharing initiatives.

Skills

Ops management

Frontline supervision

SLA delivery

Workforce planning

Coaching

Multi-site ops

Escalation mgmt

Job description

HCLTech in Cary, NC is seeking an experienced Operations Manager to lead data center/critical infrastructure activities. The role focuses on staffing, incident triage, and SLA-driven service delivery across distributed sites, with emphasis on performance coaching and cross-functional collaboration.

Ideal candidates will have 5+ years in operations management, comfort with multi-site environments, and a track record of improving uptime and efficiency while ensuring safety and regulatory