SLA-Driven Regional Data Center Ops Lead

HCLTech; Cary (NC); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

Disability insurance

401(k) retirement plan

Paid time off

10 paid holidays

Job summary

HCLTech is seeking an Operations Manager to oversee day-to-day governance, performance, and operational excellence for a regional portfolio of data center sites within Meta's backbone and optical network. This role ensures SLA compliance, drives workforce accountability through L3 Site Leads, and serves as the frontline escalation point for operational issues across sites.

The OM focuses on staffing, site readiness, and adherence to commitments, while coordinating with Deployment Project

Qualifications

• 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 in escalation management and stakeholder communication.

Responsibilities

• Own SLA performance for all assigned sites; monitor daily progress against targets.
• Identify at-risk workstreams early and drive corrective action through L3s.
• Conduct root-cause analysis on SLA misses; implement and track corrective actions.
• Ensure Right-First-Time-Fix (RTFT) standards are maintained across the region.
• Directly manage L3 Site Leads; conduct regular 1:1s, coaching sessions, and performance reviews.
• Set clear expectations for L3 accountability (execution quality, team leadership, safety).
• Own first-line performance management: coaching plans, documented feedback, escalation of HR matters.
• Support level advancement decisions - provide performance data and readiness assessments to Service Delivery Manager.
• Ensure L3s stay in execution mode and are properly supported by Deployment Project Managers.
• Serve as the primary escalation point for L3s on operational blockers, prioritization conflicts, and cross-site resource needs.
• Make prioritization decisions within established guidelines; route to Service Delivery Manager when conflicts affect multiple regions or SLA risk is systemic.
• Route client-facing escalations, overtime approvals, and headcount/commercial issues to Service Delivery Manager.
• Monitor staffing levels against demand; flag gaps or surpluses to Service Delivery Manager.
• Approve timesheets via L3 delegation; ensure accuracy and compliance.
• Coordinate with Back-end PM on PTO coverage, travel logistics, and compliance training status.
• Participate in hiring decisions for L3s and technicians within region.
• Enforce SOW scope boundaries - ensure team does not absorb out-of-scope work without proper escalation.
• Ensure data integrity in operational and deployment tracking systems.
• Participate in weekly team syncs, daily standups, and governance meetings.
• Identify process improvement opportunities; propose changes through proper channels.
• Ensure all sites maintain zero-incident safety records.
• Reinforce safety protocols and compliance through L3s.
• Immediately escalation any safety incidents or near-misses.

Skills

Ops management

Frontline supervision

SLA driven delivery

Workforce planning

Performance coaching

Multi-site leadership

Escalation management

Job description

HCLTech is seeking an Operations Manager to oversee day-to-day governance, performance, and operational excellence for a regional portfolio of data center sites within Meta's backbone and optical network. This role ensures SLA compliance, drives workforce accountability through L3 Site Leads, and serves as the frontline escalation point for operational issues across sites.

The OM focuses on staffing, site readiness, and adherence to commitments, while coordinating with Deployment Project