Head of Operations **URGENT**

The Operations Manager is responsible for the day-to-day governance, performance management, and operational excellence of a regional portfolio of data center deployment sites within Meta's backbone and optical network infrastructure. This role ensures Service Level Agreement (SLA) compliance, drives workforce accountability through L3 Site Leads, and serves as the frontline escalation point for operational issues across assigned sites. This is a management and governance role - the OM does not perform project management or direct execution work. The OM ensures their sites are staffed, performing, and meeting commitments.

Responsibilities
SLA Accountability & Performance

Own SLA performance for all assigned sites; monitor daily progress against targets (Transponder, Terminal, Migration, Cross-Connect timelines)

Identify at-risk workstreams early and drive corrective action through L3s

Conduct root-cause analysis on SLA misses; implement and track corrective actions

Ensure Right-First-Time-Fix (RTFT) standards are maintained across the region

People Management & Development

Directly manage L3 Site Leads; conduct regular 1:1s, coaching sessions, and performance reviews

Set clear expectations for L3 accountability (execution quality, team leadership, safety)

Own first-line performance management: coaching plans, documented feedback, escalation of HR matters

Support level advancement decisions - provide performance data and readiness assessments to Service Delivery Manager

Ensure L3s stay in execution mode and are properly supported by Deployment Project Managers

Serve as the primary escalation point for L3s on operational blockers, prioritization conflicts, and cross-site resource needs

Make prioritization decisions within established guidelines; route to Service Delivery Manager when conflicts affect multiple regions or SLA risk is systemic

Route client-facing escalations, overtime approvals, and headcount/commercial issues to Service Delivery Manager

Workforce & Staffing Governance

Monitor staffing levels against demand; flag gaps or surpluses to Service Delivery Manager

Approve timesheets via L3 delegation; ensure accuracy and compliance

Coordinate with Back-end PM on PTO coverage, travel logistics, and compliance training status

Participate in hiring decisions for L3s and technicians within region

Operational Governance

Enforce SOW scope boundaries - ensure team does not absorb out-of-scope work without proper escalation

Ensure data integrity in operational and deployment tracking systems

Participate in weekly team syncs, daily standups, and governance meetings

Identify process improvement opportunities; propose changes through proper channels

Safety

Ensure all sites maintain zero-incident safety records

Reinforce safety protocols and compliance through L3s

Immediately escalation any safety incidents or near-misses

Qualifications
Required

5+ years of operations management experience in data center, telecommunications, or critical infrastructure environments

Proven track record managing frontline supervisors/leads (not just individual contributors)

Direct experience with SLA-driven service delivery models

Strong understanding of workforce planning, scheduling, and resource optimization

Demonstrated ability to manage performance - coaching, documentation, accountability

Comfortable operating across multiple geographically distributed sites

Experience with escalation management and stakeholder communication

Preferred

Experience in fiber/optical network deployment or backbone infrastructure

Familiarity with Meta data center operations or similar hyperscale environments

Experience in environments with 50+ technician headcount

Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.

Compensation and Benefits
A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

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