Job Description

Meet MacStadium. We build cloud solutions to simplify Mac for business. We actively participate in and influence the Apple ecosystem in a cool way and have been a part of it since day one. Developers and end users at leading tech companies, big enterprises, and small teams rely on MacStadium’s innovative solutions every day. We have a passionate team of hard working, hard playing professionals with a big, shared vision. Come join us as we grow again!

What we need:

We are seeking an experienced Site Operations Manager to be based out of our Atlanta, GA USA data center location.  You will oversee the day-to-day site operations and ensure that work is done safely, on time, on budget, and to the right quality standards.  We build private cage and/or room environment using patented rack infrastructure inside global service providers like DataBank and Equinix. You will act as the first point of contact regarding local site operations and oversee the site staff.  This is an amazing opportunity to get your foot in the door with an exciting, growing company that provides unlimited growth opportunities and potential.

The Site Operations Manager ensures the site is prepared to meet the demands of the market by keeping appropriate inventories of data center components and anticipating customer needs. Site Operations Manager will monitor appropriate ticket queues making sure progress is being made, oversee delivery of materials, and sort out any problems which could hold up work. This role is also responsible for ensuring that work complies with all applicable corporate and departmental policies, frameworks, and standards. Finally, this role should be able to roll up her/his sleeves and assist in the provisioning of infrastructure and responding to customer tickets.

What you will be doing:

• Provide hands-on management and lead a customer-centric support and infrastructure team for a leading global service provider with Fortune 50 clients.
• Ensure all appropriate processes and standards are adhered to
• Continuously improve our processes, standards, and tooling to exceed customer expectations.
• Direct management of 1st tier engineering resources and gather the necessary information to advance the case to senior-level support personnel 2nd tier engineering groups in the U.S. and/or triages infrastructure problems for quicker resolution.
• Author knowledge base content, utilizing Knowledge-Centered Support (KCS) methodologies, to just-in-time publish or edit existing knowledge base solutions. 
• Capture case trend data, using incident categorization fields, that help inform the root cause of cost drivers (e.g., volume, issue complexity, customer training needs, etc.)
• Report service incidents or service requests to internal infrastructure groups, acting as the customer-facing liaison for all service-related needs
• Responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations.
• Deployment of servers into data center environment - physically remove/install servers as part of customer issue resolution and new build
• Assist in volume, mass deployment server host images per customer requirements. 
• Assist with physical data center infrastructure build-out such as rack-n-stack assembly and installation; low voltage Cat5/Cat6/fiber cable installation; infrastructure testing, labeling, and documenting.

What Skills and Experience you need to have:

• Bachelor's degree in a related field or equivalent work experience
• 7 - 10 years experience in data center Site Management, customer support, and/or applicable industries
• IT Certifications such as CCNA, MCSE, MCT, Comp TIA, Server +, etc. are preferred.
• Working understanding of Layer 1 network infrastructure (cabling, switch ports, optics, etc.), TCP/IP, Layer 2 switching, and Layer 3 routing
• Fluency in various operating systems (Linux and macOS are a big plus!)
• General network configuration (IPv4 Addressing, Subnet, Gateways, DNS) and macOS operating system configuration.
• Experience with hardware upgrades and troubleshooting (RAM, SSD, etc.)
• Effective communicator, strong interpersonal skills, and excellent team player
• Excellent customer focus and customer service skills
• Self-motivated, driven, and strong problem-solving skills
• Ability to excel in an ever-changing, entrepreneurial environment.
• Ability to perform physical tasks associated with the position such as moving/lifting hardware.

What you will get:

• Day one benefits. Coverage starts on day one. We offer competitive medical insurance, health and dependent care spending accounts, health savings account, disability insurance, and company paid and voluntary life insurance. 
• Balanced life. We offer employees generous paid time-off policies, parental leave, holiday schedule, and a flexible work environment; MacStadium understands life also happens outside of work. Did we mention free company swag?
• Solid future. Beyond competitive salary and 401(k) matching, MacStadium offers continuing education, professional development, and wellness reimbursements.