Job Description

About Vantage Data Centers

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position

Vantage isseekinga resourceful, detail-oriented, and self-motivated Problem Managerto drive our Operational Excellence initiatives, with a primary focus on leading and improving all aspects of the Problem Managementprocessacross the region

The Problem Managerwill play a crucial role inthe region, being accountable for the end-to-end Problem Management capability across EMEA Workingclosely with cross-functional teams across theorganisationtoidentify, analyze, andpermanentlyeliminaterecurringIncidents, systemic failures, and latent operational risks,ensuringthelong-term stability and reliability of our services.

Asourkey advocate for the Problem Management discipline, you will champion best practices,facilitateroot cause analysis, and help implement preventive measures to reduce operational risks and minimize futureIncidents. You will also play an active role in ensuring our internal tools and processes are effectivelyutilizedto support high-qualityProblem resolution,establishingand nurturingstrong workingrelationships with internal Vantage teams

Key Responsibilities

• Ownand ensure compliance withthe Problem Management process, standards, and governance across EMEA

• Analyzeand communicatethe influence of new policies, procedures, or regulations onthecurrentProblem Managementprocess

• Oversee and manage the end-to-end Problem Management process, ensuringtimelyand thorough investigation of problems and implementation of solutions

• Work closely with EventandIncident Managementteamstoidentify, then managethe root causes forrecurringIncidentsandMajorIncident

• Partner with Reliability Engineering and other Operationsteams, both in EMEA and globally,to drive permanent, engineered solutions

• Ownand managethe EMEA Known Error Database and the process for converting Known Errorstoviablesolutions

• Facilitate and lead problem review and stakeholder meetings, promoting collaboration,accountabilityandultimatelythetimelyproduction ofRoot Cause Analysis (RCA) andAfter ActionReview (AAR)documents

• Examine information from internal departmentsimpactedby the problem to find areas for improvement

• Generate reports and statistics on the performance ofthe regional ProblemManagement process

• Review and assess the quality, accuracy, and completeness ofProblemrecords, providing feedback and guidance to teams as needed

• Compile and present key performance indicators (KPIs) and reports to stakeholders, providing insights into operational health and areas for improvement

• Provide training to other teamsregardingProblem Management processes

• Act as the regional lead for Problem Management within the global Digital Operations Management Office team,identifyingsystem enhancement options and promoting them with your peers in the APAC and NA

• Own the definition, prioritization and UAT testing of Problem Management enhancements within the region

• Act as a subject matter expert (SME) on Problem Management, supporting training, awareness, and continuous improvement efforts across teams

Experience and Skills

• Experience inperforming aProblem, Incident, or Reliability Managementassociatedrolewithinamission-critical environment

• A strong understanding of ITIL Incident, Problem, Event, and Change Management

• ExperienceofusingServiceNow oranequivalent platformin an enterprise level environment

• Prior experienceof working withinan ITIL based Service Managementenvironment

• ITIL certification, or a commitment to achieve ITIL certificationrelevant to the role

• Experience of working in adatacentre, high-tech, or rapid growth industry

• Strong senseof personal accountabilityregardingdecision-making and team leadership

• Strong analytical, communication, and stakeholder management skills

• Problem-solving skills to troubleshoot and resolve issues,experienceor certification in recognized analytical methods such asLean Six Sigma, Kepner-Tregoe or Ishikawais highly desirable but not essential

• Must be able to work in a collaborative team environment as well as individually

• Excellent verbal and written communication skills

• Strong organizational skills and attention to detail

• Internationaltravel is expected

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.