Senior Manager, Critical Support Operations, NA

vantagedc; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Vantage is seeking a Senior Manager, Critical Support Operations to lead the CSS team on-site at our Phoenix data center.

You will drive operational improvements, coordinate resources, and ensure safety and uptime while collaborating with cross-functional partners across North America.

Responsibilities

• Lead Operational Technical Assessments across the North American portfolio.
• Review findings with site and regional leadership and prioritize corrective actions.
• Monitor corrective actions through completion, tracking and closure evidence.
• Identify recurring findings and translate lessons learned into portfolio standards, training and improvement initiatives.
• Coordinate CSS deployment for maintenance, repairs, commissioning, operational readiness and incident response.
• Promote in-house technical execution to improve response time, safety and cost efficiency.

Job description

About Vantage

Vantage powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Site Operations Department

The Site Operations Department is responsible for the overall health of all mechanical and electrical systems, building maintenance, and performance of all data modules in our data centers. The team is staffed 24 x 7 onsite with Critical Facility Engineers (CFEs) on each shift.

This team is the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the performance of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track work needed, the Site Operations department performs all preventative and corrective maintenance. Our culture expects and rewards team performance that engages directly with the customers and the facility infrastructure. This is a team that does most of the actual work versus calling upon vendors. As a result, we provide superior service that is faster and more cost effective.

The Critical Support Operations (CSO) team is a specialized function within the broader Site Operations organization. The CSO Department strengthens operational reliability and technical execution across the North American data center portfolio. The team partners with Site Operations, Engineering, Construction, Commissioning and Asset Management to assess operational readiness, identify and reduce risk, improve maintenance programs, standardize technical practices, support complex troubleshooting and drive corrective actions to completion. CSO combines hands-on mission-critical expertise with disciplined analysis, documentation and cross-site collaboration to improve safety, uptime, efficiency and long-term asset performance.

Position Overview

This role will be based on-site in Phoenix, AZ.

The Senior Manager, Critical Support Operations provides direct people leadership for assigned Critical Support Specialist (CSS) personnel and is accountable for effective deployment, performance management, workload balance, career development and regional support across North America. The Senior Manager coordinates technical resources with business priorities and ensures field support is delivered consistently and effectively.

This role leads portfolio-level operational improvement work, including Operational Technical Assessments, corrective action governance, reliability improvement, maintenance and CMMS program effectiveness, alarm management, technical documentation, root cause investigations and cross-site support. The Senior Manager works closely with site and regional leaders to convert identified risks into prioritized, measurable and sustainable corrective actions.

Essential Job Functions

People Leadership and Resource Management

• Provide direct leadership, coaching, performance management and career development for assigned CS O personnel.
• Plan and coordinate regional deployments based on operational risk, site needs, project priorities and available technical expertise.
• Balance workloads across the team, establish clear priorities and maintain accountability for commitments and deliverables.
• Conduct performance reviews, develop individual growth plans and support succession planning for critical technical capabilities.
• Promote a culture of safety, ownership, collaboration, technical rigor and continuous improvement.

Operational Technical Assessments and Corrective Actions

• Lead and oversee consistent execution of Operational Technical Assessments across the North American portfolio.
• Ensure assessment methodologies, documentation, risk classification and reporting are applied consistently.
• Review findings with site and regional leadership and prioritize corrective actions based on safety, reliability, customer and operational risk.
• Monitor corrective actions through completion, including work order or change tracking, validation of closure evidence and escalation of stalled items.
• Identify recurring and systemic findings and convert lessons learned into portfolio standards, training and improvement initiatives.

Reliability and Technical Support

• Assign CS S support for remote troubleshooting.
• Coordinate CSS deployment for major maintenance, repairs, commissioning, operational readiness and critical incident response.
• Promote qualified in-house technical execution where practical to improve response time, build organizational capability and create cost avoidance without compromising safety or quality.

Business Partnership and Reporting

• Partner with Site Operations, Engineering, Construction, Commissioning, Asset Management and regional leadership on cros