IT Support & Operations Consultant V, Data Center Operations

In addition to the responsibilities listed below, this technical/functional leader is also responsible for participating in the design and implementation of key data center operational processes to support the consistent implementation of a framework within the organization. This includes documenting standard operating processes, operational level agreements, and detailed procedures; identifying and implementing process improvements, including automation, within Data Center operations; providing metrics management for financial and analytical management reporting to improve productivity and availability; and providing advanced level support for raised floor incident resolution (e.g., physical equipment and power distribution monitoring, etc.), ensuring that employees, contractors, vendors, and visitors accessing the national data centers and associated IT areas are accounted for, trained, and authorized as appropriate.

Additionally, this role will be responsible for supporting the effective utilization of raised floor capacity; providing accurate and complete Data Center Infrastructure Management (DCIM) records; driving raised floor efficiency programs to include cost reduction, effective space utilization, and power/HVAC; planning, allocating, and tracking data center raise floor space; providing long-term planning for the physical layout of infrastructure; providing strategic input into new solutions regarding capacity and location of equipment; and maintaining the accuracy and documentation of the raised floor, hardware environments, and electrical distribution in raised floor management tools.

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating  issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.


• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.


• Follows and develops standard operating procedures.


• Analyzes and prioritizes incoming requests and alerts.


• Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


• Serves as an escalation point and mentor for junior staff.


• Provides guidance on how to track and develop documentation.


• Applies deep technical expertise to resolve complex problems.


• Contributes to and maintains the knowledge repository for highly complex technical support.


• Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.


• Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).


• Compiles information (e.g., procedures, installation, configuration) related to new technology.