Lead Specialist, Data Center Operations

This role works in a fast-paced, production data-center environment and provides local technical support at the Managed Services data center for customers and internal support groups. The Lead Specialist, Data Center Operations combines hands-on operational and technical work with day-to-day team leadership.

In the manager’s absence, the Team Lead serves as the designated operational lead and escalation point for customer-facing and internal issues. The role helps maintain service continuity, coordinates timely responses, and provides clear handoffs. The successful candidate has prior experience leading people and can provide continuity of leadership if broader interim or manager responsibilities are formally assigned. This is a full-time, on-site role, reporting to the Sr Manager, Data Center Operations.

• →Assist with technology installation, including securing cabinets, racking equipment, and cabling devices
• →Provide on-site customer service to clients working within the data center
• →Understand and follow defined standard operating procedures
• →Respond to and update tickets in accordance with department procedures
• →Perform initial device provisioning and OS deployment (via PXE boot, USB, or ISO), basic network troubleshooting (ping, traceroute, VLAN verification), and remote management using iLO/iDRAC/KVM tools
• →Perform a data center walkthrough during each shift to check for abnormal conditions, including unlocked cabinets or cages, unlocked PDUs, and audible or visible equipment alarms
• →Power Infrastructure Monitoring: checking UPS (Uninterruptible Power Supply) battery banks, PDU (Power Distribution Unit) loads, and backup diesel generator readiness
• →Escalate issues promptly and efficiently to resolve problems within 11:11’s Service Level Agreement requirements
• →HVAC and Cooling Management: monitoring hot/cold aisle containment, CRAC/CRAH units, and humidity levels to prevent equipment overheating
• →Provide on-site vendor support for maintenance, break/fix work, and upgrades
• →Compliance Auditing: ensuring the physical floor adheres to strict regulatory frameworks like SOC 2, ISO 27001, HIPAA, or PCI-DSS
• →Support 11:11 Systems centralized Operations/Engineering, Project Management, and Customer Service teams as needed to meet customer requirements
• →Maintain data center cooling efficiency (PUE) by installing blanking panels, securing aisle containment doors, and monitoring rack temperature sensors
• →Serve as the designated operational point of contact when the manager is unavailable, helping maintain continuity across data center operations
• →Act as the first escalation point for customer-facing and internal operational issues during manager absences; assess urgency, coordinate the response, communicate status and next steps, and escalate further when required
• →Coordinate and prioritize day-to-day work across the team, within established procedures and any authority delegated by management
• →Provide on-the-job guidance, coaching, and mentoring; reinforce safe work practices, service expectations, and adherence to standard operating procedures
• →Coordinate incident response and cross-functional communication to support timely resolution, customer updates, and applicable service-level commitments
• →Keep the manager informed of material incidents, customer commitments, staffing or coverage concerns, and operational risks; provide a clear handoff when the manager returns
• →Support onboarding and knowledge sharing and provide constructive feedback to team members and management
• →Participate in operational reviews and provide updates or recommendations when requested
• →Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• →Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures, and policies
• →Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• →Additional duties as assigned

• Bachelor’s degree and/or certification in technical discipline, or equivalent years of related work experience required
• 7-9 years of networking experience, preferably in a data-center or technical-support environment
• Demonstrated prior experience leading people, such as in a team lead, supervisory, or comparable people-leadership role; prior experience as a manager, acting manager, or operational escalation lead is preferred
• Strong customer service orientation and interpersonal skills
• Excellent written and verbal communication skills, including the ability to communicate clearly during escalations
• Ability to manage multiple tasks efficiently and work effectively across teams
• Self-starter who can manage assigned work with limited management input and exercise sound judgment about when to escalate
• Must work holidays that fall on scheduled shifts and be flexible to work additional shifts as required by management
• Must be legally eligible to work in assigned country without visa sponsorship

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.