Data Center Incident Program Manager - IC4

This hybrid position is available in Broomfield, Colorado, or Nashville, Tennessee. Candidates must be able to work on-site according to the team's schedule.

The Incident Program Manager will be responsible for overseeing and supporting all incidents related to critical operations, ensuring rapid resolution and minimal disruption to data center functionality. This role involves managing incident response processes, supporting new training initiatives for teams, automating incident tooling to enhance efficiency, and driving root cause analysis (RCA) along with corrective actions to prevent future occurrences. You will serve as a key coordinator for incident management, collaborating across teams to maintain the security, reliability, and uptime of the data center's operations.

Responsibilities

• Incident Support & Management: Provide comprehensive support for all incidents in data center critical operations, including monitoring, triage, and coordination of responses to issues involving power, cooling, HVAC, network, and other infrastructure systems to ensure uninterrupted service.
• Training Initiatives: Support the development and implementation of new training programs for data center teams, focusing on incident response best practices, system familiarity, and proactive risk mitigation to build team capabilities and preparedness.
• Automate Incident Tooling: Identify opportunities to automate incident detection, alerting, and resolution tools, integrating with existing systems like BMS and EPMS to streamline workflows, reduce manual intervention, and improve overall response times.
• RCA & Corrective Actions: Manage and drive root cause analysis for incidents, collaborating with cross-functional teams to develop and implement corrective actions, track progress, and ensure lessons learned are applied to prevent recurrence.
• Cross-Department Collaboration: Work closely with Data Center Operations, engineering, security, and vendor teams to align on incident protocols, share insights, and foster a culture of continuous improvement in critical operations.
• Incident Documentation & Reporting: Maintain detailed records of all incidents, RCAs, corrective actions, and outcomes. Generate reports for stakeholders to provide visibility into incident trends, resolution effectiveness, and areas for enhancement.

• Process Optimization & Continuous Improvement: Analyze incident data to recommend enhancements in processes, tools, and training, aiming to boost the efficiency, reliability, and resilience of data center operations.

   

Requirements

• Minimum of 3 years of experience in incident management, program management, or related roles within data center operations or mission-critical environments.
• Proven experience supporting incidents in data center infrastructure, including familiarity with systems like BMS, EPMS, power, cooling, and HVAC.
• Hands-on experience with root cause analysis, corrective action planning, and incident tooling automation in high-stakes settings.
• Knowledge of data center architecture, including network, servers, power distribution, environmental controls, and security protocols.
• Strong problem-solving and analytical skills to lead RCAs and drive solutions under pressure.
• Attention to detail in documenting incidents, tracking actions, and monitoring compliance.
• Excellent communication and collaboration skills for training support, cross-team coordination, and reporting.
• Ability to handle high-pressure situations with composure, prioritizing actions to minimize downtime.

  Minimum Qualifications:  A minimum of 8 years combined experience with project management, data analysis and direct business experience within a specialized function.  Preferred Qualifications:  Bachelor's degree in Business Administration, Management or related field.  PMP / Scrum Master certification. Proven ability to work cross-functionally with functional and technical teams.  Experience with building and managing reporting tools to support Programs; such as scorecards and KPI metrics to further drive insights around our program strategy. Demonstrated ability to balance quantitative and qualitative metrics to provide a holistic viewpoint.  Expert level experience with Excel, creating dynamic pivot reports and data visualization. Ability to influence through data visualization and interpretation. Must be self-directed and able to work independently as well as in a team environment.  Must be comfortable working in ambiguous situations. Excellent interpersonal skills. Depending on the job there may be additional minimum requirements and/or preferred qualifications.