Operations Lead

InCommand is in daily use today across Serverfarm's own data centers and by the customers who operate in them. Behind it is the InCommand Operations team, our service desk: the people who bring every new site and customer onto the platform, keep its record of each facility accurate, support the teams who rely on it every day, and produce the reporting our customers depend on. That work carries on while the next generation of the product is built, and the operational knowledge this team holds is what the new product is built from.

As Ops Lead you manage that team and work alongside it. This is a hands-on management role: you know in detail how each of the team's processes works, from the way a new site is modeled to the way a customer request is resolved, and you can step into any of them yourself. You lead the implementation projects that bring new customers and sites onto the platform and serve as the customer's main technical contact while they run, and you grow the team as the business grows. You partner closely with Integrations and the development teams.

• Manage the InCommand Operations team day to day: set priorities, coach and develop each engineer, conduct performance reviews, and recruit as the team grows.

• Own the team's operating standards. Know every process in detail, keep the procedures documented and current, and make sure each new hire is trained to the same standard.

• Lead the onboarding of new customers and sites from kickoff through go-live, planning and scheduling each implementation, running the working sessions with the customer, tracking risks, reporting progress, and clearing whatever stands in the way.

• Build each site's record in InCommand from its construction documents and a walk of the floor: spaces, racks, the power path from utility to rack, cooling, devices and cross-connects, reconciled against what is actually installed. Prepare and load the bulk-upload worksheets, and work with Integrations to define and validate the telemetry points each site requires.

• Use AI assistants and automation to turn drawings, asset lists and field notes into structured, validated data, build repeatable extraction and validation workflows for the whole team, and audit existing site data to find and resolve discrepancies.

• Support Serverfarm sites and customers in their daily use of the platform: power capacity monitoring, space and rack layouts, device lifecycle and moves, adds and changes, ports and cross-connects and the billing that depends on them, CMMS asset tracking and preventive maintenance scheduling, walk-around checklists, critical spares, and monthly customer reporting. Train customers and site teams so that the service desk is their first call.

• Represent the users to the development teams: reproduce and document defects, write enhancement requests with clear acceptance criteria, test releases before they reach customers, and keep the help documentation current.

• Worked with a DCIM, DCFM or CMMS platform (Nlyte, Sunbird, Hyperview, MCIM or similar).

• Written scripts in Python or PowerShell and worked with REST APIs.

• Supported colocation customers directly, including their reporting and billing data.

• Earned an ITIL or PMP certification.