Datacenter Operations Specialist

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

• 5+ years of operations management experience in data center, telecommunications, or critical infrastructure environments
• Proven track record managing frontline supervisors/leads (not just individual contributors)
• 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

Preferred

• Experience in fiber/optical network deployment or backbone infrastructure
• Familiarity with Meta data center operations or similar hyperscale environments
• Experience in environments with 50+ technician headcount records.

Leadership / Operations Management Experience

• 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.

Safety

• Ensure all sites maintain zero-incident safety records
• Reinforce safety protocols and compliance through L3s
• Immediately elevate any safety incidents or near-misses

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year