About this role
Key Responsibilities
• Incident Management • Orchestrate the critical handover windows between the four rotating 12-hour shift crews, preventing data loss or dropped tasks • Review and audit daily shift logs from all four teams to guarantee complete situational awareness across the 24/7 cycle. • Audit shift logs to verify that the incoming team has full visibility into ongoing technical issues. • Identify operational gaps or inconsistencies in how different shift teams execute standard operating procedures (SOPs). • Eliminate information silos and communication gaps between morning and evening crews. • Provide daily, weekly and monthly reports to your manager.
• Operational Delivery • Monitor real-time queue volumes (tickets, deployments, alerts) to ensure service level agreements (SLAs) are met across all shifts. • Standardize operational processes so that work is executed consistently, regardless of which shift is active. • Act as the point of escalation for delivery roadblocks that span multiple shifts. • Balance workloads between shifts to prevent burnout and clear backlogs.
• Performance & Reporting • Track and report on operational delivery metrics, downtime, and handover efficiency. • Identify recurring issues during specific shifts and work with team leads to resolve them. • Document best practices to continuously improve the data center's 24/7 operating model.
• Preferred Education & Certifications • Strong understanding of data center environments, infrastructure, and infrastructure delivery. • Bachelor’s degree in IT, Engineering, Business Operations, or equivalent practical experience. • ITIL certification (specifically Service Transition or Service Operations). • Proficiency with workflow and ticketing platforms like Incident I.O, Grafana, Jira, Telemetrics etc.
Salary Range $98,040.00 - $154,800.00 USD (Salary) • Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC
• Nationwide Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law