Hyperscale Technical Customer Operations Lead

CyrusOne; Houston (TX); On-site; USD 105,000 - 165,000; Full time

Job summary

CyrusOne is seeking a Technical Customer Operations Manager in Houston to align operations with hyperscale customers and drive ongoing improvements. You will coordinate with data center operations and engineering to resolve issues and ensure smooth service delivery.

You will oversee incidents, monitor performance against SLAs, and lead capacity planning with customer input, while maintaining clear, proactive communication with stakeholders.

Qualifications

• 5+ years of experience in data center operations or technical customer-facing roles.
• Experience interfacing with hyperscale or large-scale enterprise customers.
• Proven track record coordinating incidents and customer communications.
• Strong understanding of data center infrastructure (mechanical, electrical, critical systems).

Responsibilities

• Act as primary operational contact between internal teams and the customer's operations teams.
• Collaborate to meet the customer's operating requirements and maintenance schedules.
• Coordinate resolution of technical and operational issues with engineering teams.
• Track and report on data center performance against SLAs and KPIs; provide updates to leadership and customers.
• Oversee incidents with proper escalation, communication, and post-incident reviews.
• Assist with capacity planning and change management for customer needs.
• Engage with customer operations to gather feedback and drive improvements.
• Support project-based site developments or upgrades as the customer's advocate.
• Maintain up-to-date customer documentation and procedures.

Skills

Data center operations

Customer liaison

Incident management

Technical problem solving

Education

Bachelor's degree

Tools

ITIL

Job description

CyrusOne is seeking a Technical Customer Operations Manager in Houston to align operations with hyperscale customers and drive ongoing improvements. You will coordinate with data center operations and engineering to resolve issues and ensure smooth service delivery.

You will oversee incidents, monitor performance against SLAs, and lead capacity planning with customer input, while maintaining clear, proactive communication with stakeholders.