Problem Management Specialist, NA

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.

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 six markets in North America and five markets in Europe, 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.

Business Operations Department

As a member of the Vantage Operations team, the Business Operations department is responsible for ensuring standards for operation performance, maintaining customer leases, producing monthly customer electivity bills, generating regular reports, and supporting Operational Effectiveness. The Business Operations department also works closely with all Vantage departments to ensure customer success from the construction process through daily operations and delivery activities.

Position Overview

This role will be working hybrid schedule from our offices in Alpharetta, GA or Sterling, VA.

Vantage is seeking a resourceful, detail-oriented, and self-motivated Problem Management Specialist to drive our Operational Excellence initiatives, with a primary focus on leading and improving all aspects of the Problem Management process.

In this role, you will work closely with cross-functional teams across the organization to identify, analyze, and resolve recurring issues, ensuring long-term stability and reliability of our services.

As a key advocate for the Problem Management discipline, you will champion best practices, facilitate root cause analysis, and help implement preventive measures to reduce operational risks and minimize future incidents. You will also play an active role in ensuring our internal tools and processes are effectively utilized to support high-quality problem resolution.

In addition, you will play a crucial role in establishing and nurturing relationships with internal Vantage teams.

Essential Job Functions

• Oversee Corporate Excellence processes and ongoing activities

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

• Review and assess the quality, accuracy, and completeness of problem tickets, providing feedback and guidance to teams as needed.

• Facilitate and lead problem review and stakeholder meetings, promoting collaboration and accountability in addressing recurring issues.

• Analyze trends and data to identify systemic issues, propose process improvements, and track effectiveness of implemented solutions.

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

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

• Additional duties as assigned by Management

Duties:

• Interface with internal departments to collect requirements and documentation in support or reporting responsibilities, including support for internal and external audits

• Collect and analyze information from multiple sources to create and update weekly, monthly, quarterly, and ad-hoc reports using Microsoft O365 tools such as Excel, PowerPoint, Project, Visio, Word, PowerPoint, and Power BI

• Gather supporting data and evidence against SLA targets and KPIs in support of internal and external requirements

• Ensure the accuracy and integrity of data presented to all stakeholders through quality assurance reviews and testing

• Receive and action requests within the Service Management tools and via email requests submitted from internal and external stakeholders, including recording and tracking activities within designated tools

• Partner with the Vantage teams to create real-time availability of data for internal and external use

• Support onboarding and integration activities for Operational Excellence tools.

• Communicate regularly with management on issues, constraints, and project status

• Identify data anomalies and perform root cause analysis to identify possible courses of corrective action

• Provide Training to Vantage team members performing Service Management to answer questions and provide backup support to team members when needed

Job Requirements

• Bachelor's Degree in related field preferred but not required. Will consider related experience in lieu of degree.

• Experience:

• Minimum of 2 - 5 years of experience with an ITIL based Service Management program

• Minimum of 2 - 5years of utilizing ServiceNow or similar tools to manage and document change requests, approvals, and implementation details.

• Data Center, high-tech, or rapid growth industry experience is strongly preferred but not required

• Limited travel required is expected

• Skills:

  • Strong sense of personal accountability regarding decision-making and team leadership

  • Problem-solving skills to troubleshoot and resolve issues

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

  • Excellent verbal and written communication skills

  • Project management, time management and multitasking skills to handle multiple tasks at once

  • Strong organizational skills and attention to detail

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Additional Details

• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

• Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

#LI-Hybrid

#LI-TS1

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.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!