Hyperscale Data Center Operations Lead

CyrusOne; Houston (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

CyrusOne is seeking a Technical Customer Operations Manager in Houston to ensure seamless operational alignment with hyperscale customers and internal teams. You will manage technical requirements, incidents, and ongoing improvements while coordinating with data center operations and engineering resources.

The role emphasizes strong communication, stakeholder management, and proactive problem-solving in a fast-paced data center environment.

Qualifications

• Minimum 5+ years of experience in data center operations or technical customer-facing roles, preferably within the data center or technology industries.
• Experience interfacing with hyperscale customers or large-scale enterprise customers in a technical capacity.
• Proven experience managing incidents, escalations, and operational communications between technical teams and customers.
• Strong understanding of data center infrastructure (mechanical, electrical, and critical systems).
• Excellent communication skills with the ability to translate complex technical concepts into clear, actionable communication for customers.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proven problem-solving and decision-making skills, particularly under time-sensitive circumstances.
• Familiarity with incident management tools and methodologies (e.g., ITIL) is a plus.
• Strong customer relationship management skills and a proactive, solutions-oriented approach.
• Experience with hyperscale data center environments preferred
• Knowledge of cloud infrastructure and associated customer technologies preferred

Responsibilities

• Customer Liaison: Act as the primary operational point of contact between internal teams and the customer’s operations teams, managing day-to-day technical inquiries and fostering strong customer relationships.
• Operational Alignment: Collaborate with internal operations teams to ensure that the customer’s operational requirements are understood and implemented effectively, including responding to incidents, planned works, and maintenance schedules.
• Technical Issue Resolution: Manage and coordinate the resolution of technical and operational issues in collaboration with engineering and technical teams, ensuring timely communication and resolution for the customer.
• Performance Monitoring & Reporting: Track, analyze, and report on the performance of data center operations against customer SLAs and KPIs. Present regular updates to both internal leadership and customer stakeholders.
• Incident Management: Oversee and manage incidents, ensuring proper escalation, communication, and resolution with the customer. Provide post-incident reviews and improvements to both internal and customer operations.
• Capacity Planning & Change Management: Work with the customer to understand future capacity and operational needs, driving internal coordination for smooth change management processes.
• Customer Engagement & Satisfaction: Proactively engage with customer operations teams to gather feedback, identify opportunities for improvement, and ensure overall satisfaction with our data center operations.
• Project Coordination: Support project-based initiatives such as new site developments, capacity expansions, or technical upgrades, serving as the customer’s advocate within internal project teams.
• Documentation & Compliance: Ensure that all customer-facing documentation, including operational playbooks, technical procedures, and incident reports, is up to date and aligns with both internal and customer expectations.

Skills

Data center operations

Customer-facing

Incident management

Hyperscale environments

Communication skills

Cloud infrastructure

Education

Bachelor’s degree in Engineering/IT

Job description

CyrusOne is seeking a Technical Customer Operations Manager in Houston to ensure seamless operational alignment with hyperscale customers and internal teams. You will manage technical requirements, incidents, and ongoing improvements while coordinating with data center operations and engineering resources.

The role emphasizes strong communication, stakeholder management, and proactive problem-solving in a fast-paced data center environment.