Flexential

• Responsible for the initial analysis, and classification of customer cases • Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets • Establish friendly initial communications to customers to let them know we hear and understand what the request/incident • Set concise and clear expectations to the customers’ requests and incidents in a prompt manner • Document resolution and proactive status updates to technical issues clearly for customers and team members • Works closely with our Level 2 support team to stay current on technology trends and information technology concepts • Collaborate with customers and teammates to determine improvement areas in capabilities and processes • Resolve customer requests and incidents with a high sense of urgency and ownership • Be a team player focused on collective improvement and growth • Align to ITIL best practices • High paced work environment, where our system administrators will need to prioritize workloads • Effectively works with vendors to create resolution

• Design, develop and operationally manage automated, resilient, high availability, self-healing, secure platforms with native-AI capabilities for IT needs, serving both internal as well as customer business capabilities. • Develop, and manage the Observability OpenTelemetry Central Backend Stack: Grafana Enterprise, Mimir, Loki, Tempo, and Alertmanager on Kubernetes/RKE2 via Helm and GitLab CI-CD. • Build and manage iaC and CI-CD for automated provisiong and deployment, including Terraform modules for Infra/VM/storage provisioning, Ansible AWX playbooks for OS/App bootstrap, ArgoCD and Helm for Kubernetes configuration. • Develop and manage OpenTelemetry Prometheus scrape profile library including SNMP exporters, REST API exporters, and cloud provider exporters (CloudWatch, Azure Monitor, GCP) for multiple device classes. • Develop AIOps capabilities on platforms for e.g. Observability use-cases: anomaly detection integrations, event correlation rules in Alertmanager, and synthetic monitoring patterns to reduce alert noise. • Configure and maintain Zabbix auto-discovery: network range scanning, device classification, and Prometheus service discovery integration. • Build and harden Edge Stack deployments (Prometheus + OTel collector) per data center site using GitOps templates. • Integrate Alertmanager with ServiceNow: webhook routing, ticket enrichment, auto-close logic, and escalation policy configuration. • Maintain platform security: Conjur/CyberArk secret injection at runtime, mTLS between stack components, RBAC in Grafana Enterprise. • Author and maintain Grafana dashboards in JSON/GitLab — facility overview, network health, RED metrics, application telemetry. • Mentor mid-level engineers, lead code reviews, and establish engineering standards for the team. • Represent platform engineering in cross-functional architecture reviews and executive-level program updates. • Perform other duties as required and assigned.

• Lead all day-to-day operations across the company’s data center portfolio, with accountability for execution, reliability, workforce performance, and site level discipline. • Provide leadership to regional operations leaders and site teams, establishing clear expectations, strong operating rhythms, and visible accountability for performance. • Drive consistency across facilities while preserving appropriate agility to respond to local operational realities, customer needs, and evolving business priorities. • Build a performance culture rooted in safety, ownership, responsiveness, preparation, and continuous improvement. • Drive rigorous maintenance, data quality, and operational adoption of DCIM, BMS, building automation, and controls platforms to strengthen visibility, standardize execution, and improve portfolio performance. • Own the operational performance and lifecycle review of mission critical facility infrastructure, including electrical, mechanical, plumbing, cooling, life safety, critical power, generation, UPS, switchgear, and supporting systems required to sustain uptime and customer confidence. • Ensure strong maintenance discipline, technical readiness, facility inspections, incident preparedness, and operational rigor across all sites. • Provide executive oversight for Environmental Health and Safety programs across the operations organization. • Lead physical security operations and reinforce disciplined execution of site access, life safety, and risk management protocols. • Translate enterprise standards, training, reporting, operational intelligence, and controls related insights into high-quality execution across the field organization.

• Design, develop and operationally manage automated, resilient, high availability, self-healing, secure platforms with native-AI capabilities for IT needs, serving both internal as well as customer business capabilities. • Develop, and manage the Observability OpenTelemetry Central Backend Stack: Grafana Enterprise, Mimir, Loki, Tempo, and Alertmanager on Kubernetes/RKE2 via Helm and GitLab CI-CD. • Build and manage iaC and CI-CD for automated provisiong and deployment, including Terraform modules for Infra/VM/storage provisioning, Ansible AWX playbooks for OS/App bootstrap, ArgoCD and Helm for Kubernetes configuration. • Develop and manage OpenTelemetry Prometheus scrape profile library including SNMP exporters, REST API exporters, and cloud provider exporters (CloudWatch, Azure Monitor, GCP) for multiple device classes. • Develop AIOps capabilities on platforms for e.g Observability use-cases: anomaly detection integrations, event correlation rules in Alertmanager, and synthetic monitoring patterns to reduce alert noise. • Configure and maintain Zabbix auto-discovery: network range scanning, device classification, and Prometheus service discovery integration. • Build and harden Edge Stack deployments (Prometheus + OTel collector) per data center site using GitOps templates. • Integrate Alertmanager with ServiceNow: webhook routing, ticket enrichment, auto-close logic, and escalation policy configuration. • Maintain platform security: Conjur/CyberArk secret injection at runtime, mTLS between stack components, RBAC in Grafana Enterprise. • Author and maintain Grafana dashboards in JSON/GitLab — facility overview, network health, RED metrics, application telemetry. • Mentor mid-level engineers, lead code reviews, and establish engineering standards for the team. • Represent platform engineering in cross-functional architecture reviews and executive-level program updates. • Perform other duties as required and assigned.

• Own the system of record. Take ownership of the DCIM platform as the authoritative source for capacity, assets, power topology, and facility state, and keep it accurate and trusted across operations, engineering, sales, and finance. • Harden data quality. Establish telemetry standards, point naming, and data-quality governance, and grade data health so issues are found and fixed before they cause revenue loss or bad decisions. • Drive consolidation. Begin unifying the configuration management database and integrating disconnected systems toward a single source of operational truth. • Run capacity and forecasting. Own capacity planning, forecasting, and optimization across power, space, and cooling, including utility load-ramp forecasts. • Manage reserves and utilization. Reconcile committed, drawn, and utilized power and adjust reserves to protect both sellable inventory and uptime. • Support the deal with data. Run technical design reviews, cage plots, and density-feasibility analysis, giving the business a clear, data-backed view of capacity. • Stabilize controls. Take ownership of building automation and controls, set standards for sequences of operation and alarm management, and tune the mechanical and electrical environment for reliability and efficiency. • Own the instrumentation layer. Run branch-circuit monitoring, environmental monitoring, and power-data acquisition, and ensure every usage-based site is fully instrumented before customer turn-up. • Close metering gaps. Drive the program to close remaining metering and monitoring gaps, treating data integrity as a revenue-protection function. • Protect billing integrity. Own the data behind PUE-based billing, usage, PUE, and rate, with anomaly detection, variance flagging, and reconstruction methods that prevent revenue leakage. • Own the operational metrics. Utilization, salable and built capacity, forecast accuracy, automation coverage, PUE and WUE, and the metrics that feed financial and capital reporting. • Identify risk in the data. Use operational data and modeling, including redundancy and failover modeling (N+1, 2N), to identify risk early and route clear, prioritized actions to teams so issues are remediated proactively. • Stabilize and build the team. Take ownership of the capacity engineering, operations engineering, controls, and telemetry groups, clarify roles, close gaps, and build a unit that operates with discipline and pride. • Build a resilient function. Document and cross-train so the function’s knowledge is well-distributed across the team, and partner across Facilities, Engineering, Construction, Sales, Product, IT, and Finance.

• Independently define and lead solution strategy for high-value and strategic sales pursuits, acting as the principal technical authority for data center infrastructure, interconnection, power, and mechanical system design. • Proactively engage strategic customers during pre-sales cycles to anticipate long-term architectural needs, business drivers, growth plans, and infrastructure risks. • Architect non-standard, highly complex physical infrastructure solutions, ensuring alignment with customer priorities, internal facility capabilities, and long-term platform strategy. • Lead customer requirement-gathering sessions and executive workshops, translating technical constraints into clear architectural approaches and business narratives. • Provide executive-level technical storytelling and solution justification during RFP responses, design workshops, and final customer selection processes. • Serve as the final escalation point for solution integrity, ensuring designs meet engineering standards, resilience objectives, and customer business outcomes. • Establish, evolve, and evangelize architectural standards, reference designs, and best practices for physical data center infrastructure. • Perform advanced technical evaluations, modeling, and design validation for solutions requiring non-standard engineering or novel approaches. • Influence product strategy, infrastructure investment decisions, and long-range capacity and resilience planning through customer insight and technical research. • Act as an informal technical leader across Architecture, Engineering, Product, Operations, and Sales organizations without formal authority. • Translate complex infrastructure designs into quantified business outcomes, including ROI, TCO, and risk analysis. • Serve as a primary external technical evangelist, as appropriate based on business needs and individual strengths, representing the company at conferences, industry panels, standards bodies, and customer executive briefings. • Author white papers, technical briefs, and thought leadership content that position the company as an industry leader in data center and interconnection infrastructure. • Initiate and drive the development of internal tools, calculators, design frameworks, and enablement materials for Solutions Engineering & Architecture teams.

• Lead the design, development, deployment and operational management of automated, resilient, high availability, self-healing, secure platforms with native-AI capabilities for IT needs, serving both internal as well as customer business capabilities. • Lead, Build and manage the Platform Engineering team and function — hiring, mentoring, performance management, and technical roadmap ownership. • Plan, build and operate an OpenTelemetry Observability platform with technologies including Grafana, Mimir, Loki, Tempo, Alertmanager on Kubernetes/RKE2 using Helm and ArgoCD. • Build an automated federated Observability Edge Stack — Prometheus + OTel collector nodes deployed per site and Zabbix auto-discovery configuration and Prometheus scrape profile library for 10+ device classes (Cisco, Juniper, Dell, NetApp, etc.). • Design, develop and manage engineering lifecycle platforms for high-velocity secure SDLC using Gitlab and similar / related technologies. • Build and operate iaC and CI/CD platforms including GitLab CI/CD, Terraform, Ansible AWX, Helm, and ArgoCD for automated provisioning and application deployment. • Own, enhance and operate critical IT platform technologies e.g Boomi for integrations, AWS for Cloud environments, including their hosted infrastructure. • Establish and enforce platform security posture: secrets management via CyberArk/Conjur, RBAC, mTLS, compliance boundary design, and zero inbound telemetry architecture. • Build and integrate ITSM capabilities for various platforms e.g automated incident creation, CI enrichment, and CMDB correlation. • Define and implement extensibility patterns including AIOps: e.g anomaly detection hooks, event correlation pipeline design, and integration with future ML/AI tooling. • Partner with other IT and business teams for App Dev, requirements capture, delivery validation and integration needs. • Represent platform engineering in cross-functional architecture reviews and executive-level program updates. • Perform other management and technical duties as required and assigned for team and operational resilience e.g team building, on-call rotation, etc. • Travel maybe required to team or project events.

• Lead and manage data center design projects, ensuring they are completed on time, within budget, and to the required quality standards. • Develop and maintain project plans, schedules, and budgets. • Coordinate and communicate with stakeholders, including clients, architects, contractors, and internal teams. • Oversee the mechanical engineering aspects of data center design, including HVAC, cooling systems, and energy efficiency measures. • Work closely with electrical and structural engineers to ensure integrated and cohesive design solutions. • Ensure compliance with industry standards, codes, and regulations. • Provide technical guidance and support throughout the project lifecycle. • Conduct feasibility studies, risk assessments, and technical evaluations. • Review and approve design documents, specifications, and drawings. • Manage relationships with external vendors and contractors. • Evaluate and select suppliers for mechanical systems and components. • Monitor and ensure quality control of materials and workmanship. • Promote sustainable design practices and innovative technologies to enhance data center performance. • Implement energy-saving initiatives and support the company’s sustainability goals. • Ensure rigorous quality assurance processes are followed throughout the project. • Conduct regular site inspections and audits to ensure compliance with design specifications and standards. • Maintain accurate and detailed project documentation. • Prepare regular status reports for senior management and stakeholders. • Ensure proper handover of completed projects to operations teams.

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets. • Establish friendly initial communications to customers to let them know we hear and understand what the request/incident, and set concise and clear expectations to the customers’ requests and incidents in a prompt manner • Document resolution and proactive status updates to technical issues clearly for customers and team members • Works closely with our Level 2 support team to stay current on technology trends and information technology concepts • Collaborate with customers and teammates to determine improvement areas in capabilities and processes • Resolve customer requests and incidents with a high sense of urgency and ownership • Be a team player focused on collective improvement and growth • Align to ITIL best practices • High paced work environment, where our system administrators will need to prioritize workloads. • Effectively works with vendors to create resolution

• Lead all day-to-day operations across the company’s data center portfolio, with accountability for execution, reliability, workforce performance, and site level discipline. • Provide leadership to regional operations leaders and site teams, establishing clear expectations, strong operating rhythms, and visible accountability for performance. • Drive consistency across facilities while preserving appropriate agility to respond to local operational realities, customer needs, and evolving business priorities. • Build a performance culture rooted in safety, ownership, responsiveness, preparation, and continuous improvement. • Drive rigorous maintenance, data quality, and operational adoption of DCIM, BMS, building automation, and controls platforms to strengthen visibility, standardize execution, and improve portfolio performance. • Own the operational performance and lifecycle review of mission critical facility infrastructure, including electrical, mechanical, plumbing, cooling, life safety, critical power, generation, UPS, switchgear, and supporting systems required to sustain uptime and customer confidence. • Provide executive oversight for Environmental Health and Safety programs across the operations organization. • Partner closely with teams responsible for construction, commissioning, operational enablement, controls, analytics, and process improvement to ensure clean handoffs, strong readiness, and effective execution across the portfolio.