Key Responsibilities

• Incident Management
  • Orchestrate the critical handover windows between the four rotating 12-hour shift crews, preventing data loss or dropped tasks
  • Review and audit daily shift logs from all four teams to guarantee complete situational awareness across the 24/7 cycle.
  • Audit shift logs to verify that the incoming team has full visibility into ongoing technical issues.
  • Identify operational gaps or inconsistencies in how different shift teams execute standard operating procedures (SOPs).
  • Eliminate information silos and communication gaps between morning and evening crews.
  • Provide daily, weekly and monthly reports to your manager.
    
• Operational Delivery
  • Monitor real-time queue volumes (tickets, deployments, alerts) to ensure service level agreements (SLAs) are met across all shifts.
  • Standardize operational processes so that work is executed consistently, regardless of which shift is active.
  • Act as the point of escalation for delivery roadblocks that span multiple shifts.
  • Balance workloads between shifts to prevent burnout and clear backlogs.

• Performance & Reporting
  • Track and report on operational delivery metrics, downtime, and handover efficiency.
  • Identify recurring issues during specific shifts and work with team leads to resolve them.
  • Document best practices to continuously improve the data center's 24/7 operating model.
• Preferred Education & Certifications
  • Strong understanding of data center environments, infrastructure, and infrastructure delivery.
  • Bachelor’s degree in IT, Engineering, Business Operations, or equivalent practical experience.
  • ITIL certification (specifically Service Transition or Service Operations).
  • Proficiency with workflow and ticketing platforms like Incident I.O, Grafana, Jira, Telemetrics etc.

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through UHC

• Nationwide Vision provided by UHC

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program provided by Goomi Group

• Employee Assistance Program

• Wellness Days

  401k Plan

• Basic and Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law