Operations SME

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. SUMMARY : Under the direction of the Manager, Operations SME, the Operations SME serves as a technical subject matter expert responsible for supporting operational excellence, safety, and reliability across the data center portfolio. This role executes key field facing programs including CMMS QA/QC audits, critical manipulation and maintenance observations, technician knowledge assessments, training retention interviews, and participation in operational drills. The SME provides technical guidance to site teams, ensures compliance with runbooks and operational standards, and supports incident response, change management processes, AMMO and FSB program execution, and CAPEX project closeout reviews. Through consistent collaboration, coaching, and thorough evaluation of operational practices, the SME helps strengthen operational maturity, drive continuous improvement, and uphold high-quality, risk aware performance across all assigned sites. DUTIES AND RESPONSIBILITIES: Perform CMMS QA/QC audits on change requests, preventive maintenance, and corrective work orders to ensure technical accuracy, administrative completeness, and alignment with operational runbooks. Conduct on-site observations of critical manipulations and maintenance activities, documenting discrepancies, reinforcing best practices, and providing actionable feedback to site leadership. Evaluate technician proficiency by performing critical manipulation interviews and assessing knowledge against established runbooks and operational standards. Execute monthly training retention interviews to measure the effectiveness of operational training content and share insights with training teams and site leadership. Participate in and observe operations drills, validating learning objectives, identifying improvement opportunities, and supporting drill execution as needed. Provide oversight for Field Service Bulletins (FSBs) by verifying accurate work order generation, monitoring status, and serving as the liaison between Site and Central Operations. Execute and support AMMO program requirements, including quarterly audits, issue tracking, documentation validation, and ensuring compliance with runbook processes. Support change management processes through regular participation in CAB meetings, presenting upcoming critical evolutions, and ensuring alignment across stakeholders. Assist with incident response, participating in incident bridges, coordinating troubleshooting efforts, and contributing to post-incident documentation and lessons learned. Review CAPEX project close-out documentation to ensure materials meet runbook standards before presentation to operational leadership. Provide targeted site support including technical troubleshooting, audit preparation, procedure reviews, project assistance, and operational training involvement. Drive continuous improvement by identifying operational gaps, recommending corrective actions, and supporting the development of standardized best practices and operational maturity. QUALIFICATIONS: Bachelor’s degree preferred with 10 years’ experience or minimum of 12-15 years of related experience in lieu of degree. Ability to comprehend, analyze, and interpret complex project documents, AutoCAD, Visio, and PDF documents. Ability to project and time manage effectively. Ability to develop operational standards, project tracking, and management documents. Ability to effectively respond, verbally or written, to sensitive issues, complex inquiries, or complaints. Ability to make effective presentations and respond to questions from groups of managers, clients, customers, and the public. The candidate must also demonstrate experience in content creation, maintenance of training processes, and the successful development of ongoing training and development programs. Requires in-depth knowledge of all applicable rules, laws, codes, regulations, and ordinances in performing data/communications and MEP projects. Ability to estimate cost of client installations and other assigned projects. Cost tracking for all projects. Knowledge of Purchase Order Requests process and invoice tracking. Develops appropriate RFP processes in addition to development of operating and capital budgets. Ability to analyze and solve problems involving several options with limited information. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form and to work independently. Demonstrate ability to work well under pressure with a proactive approach to unusual occurrences. Requires good organizational skills, attention to detail and an openness to new ideas and procedures. MSOffice applications. i.e., Excel, Outlook, Word, and PowerPoint. Occasional travel will be required for training and meetings.