Operations Incident Manager

Come join our Rocket Ship and be part of Compass Datacenter’s mission to make life better by providing the world’s technology leaders with a secure place to plug‑in wherever they grow. We provide custom, move‑in ready data centers, from edge deployments to core facilities serving hyperscale, cloud and enterprise customers. At Compass we have our sights set on leaving a legacy imprint on the data center industry. By putting Culture first, we can show this not only produces results, but more importantly, can change lives. Compass is seeking an Operations Incident Manager at our Dallas, TX location. The Operations Incident Manager is responsible for the execution and continuous improvement of Compass’ incident management program. This role leads a 24x7x365 team out of two locations and manages the full lifecycle of operational incidents from detection through resolution and root cause analysis. This role drives continuity, rapid response for Incidents between our on‑site Operations teams, Strategic Partners and Customers – and maintains KPIs and performance tracking to enable effectiveness of the workflows and tools. A key focus is also deploying AI and automation to increase efficiency and eliminate errors. Success in this role requires a balance of strong leadership, critical thinking, and a forward‑looking approach to technology – with the ability to perform in a fast‑paced, high‑accountability environment. Responsibilities Responsible for maintaining 24x7x365 staff levels, and ensuring 100% coverage Understand and prioritize work for team members to meet Company requirements. Track all activities to make sure deliverables are being met and processes are being followed Collect, track, and record data and statistics for various reporting requirements Monitor and respond to BMS events/alarms including but not limited to HVAC, Electrical, and Life Safety / Security systems (escalation for alarm acknowledgement requirements) Guide IT in automating the incident lifecycle by applying operational knowledge to AI initiatives. Conduct annual reviews & updates to the Incident Management Program, and subsequent training content Support evidence collection and inquiries for Operational audits, related to Incident Management Skills and Experience Technical knowledge (including implementation, maintenance, and troubleshooting) of HVAC, Electrical, Life Safety, and Security Working knowledge of Microsoft Suite & ServiceNow Experience deploying AI / automation strongly preferred Ability to create and interpret technical documents and reports Requirements Mechanical/electrical systems, security systems, and safety experience in a Data Center environment Knowledge in physical security strategies, principles, standards, policies, and procedures Call center or customer service experience preferred Location Dallas, TX Travel 20% Travel required Employer will not sponsor applicants for new employment visa status. Disclaimer Compass is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law. At Compass, we make lives better by providing the world’s technology leaders with a secure place to plug in wherever they grow. We provide custom, move‑in ready data centers from edge deployments to core facilities serving hyperscale, cloud and enterprise customers. We are a Culture First organization. With a keen focus on our culture, we genuinely provide a place where employees can do their best work and grow personally and professionally. Each day, we are accountable to live out our four Core Convictions: 1) Humility In, Pride Out, 2) Actions and Words are One, 3) Continuous Improvement of People, Processes and Systems (spoiler alert - we order People first for a reason!), and 4) We Ask Why to Understand the Needs versus the Wants. Compass is committed to an inclusive culture, and we celebrate and value diverse insights and perspectives. To continue to soar on our rocket ship, we need talent from various background, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions. That is why we are committed to our core convictions and key principles as we continue to provide companies a secure place to plug in. Learn about us at Benefits Medical | Dental | Vision | Voluntary | 401K | Unlimited PTO (USA) GDPR Recruiting Privacy Notice (enabled in BreezyHR) #J-18808-Ljbffr