MARC (Monitoring, Analysis, Response, and Communication) Technician

The Monitoring, Analysis, Response, and Communication (MARC) Technician will have a direct impact on the overall customer experience. The MARC Technician will have the ability to assist in monitoring critical events, coordinating incident communications, supporting operational response activities, managing multiple projects and daily responsibilities, and meeting demanding timelines. The MARC Technician will help develop and execute plans to establish and complete department goals.

The MARC Technician will be responsible for the continuous remote monitoring of site conditions and triaging incoming alarms and incident alerts to establish a standardized response to critical issues across the portfolio. This role will also require the technician to assist the MARC team and Management in providing both reactive and proactive support to operational facilities teams across the CyrusOne portfolio. The role has a direct impact on site operations, productivity, customer communications, and overall operational success.

Responsibilities

• Assist in the strategic direction for operational monitoring, incident response, and communication processes.
• Ensure all safety procedures are followed and assist in the development of training programs to increase team capabilities.
• Be part of a 24/7/365 team responsible for monitoring site conditions and supporting incident response and management. The MARC Technicians will support the operational aspects of the incident management process in a way that protects, maintains, and improves the value of the data center portfolio.
• Assist in site incident investigations by utilizing structured problem-solving methodologies to identify root causes of failures.
• Demonstrate the ability to self-start, be responsive, and be creative when identifying solutions.
• Identify opportunities to improve quality, customer service, operational effectiveness, and cost performance while assisting with the execution of approved plans.
• Assist in the creation of reports, incident summaries, dashboards, and presentations for senior management.
• Assist Management in ensuring optimal rollout and training of standard tools, processes, and systems.
• Support utilization of monitoring platforms, alarm management systems, and operational reporting and trend analysis tools.
• Develop and maintain strong working relationships across all levels of the organization while serving as a trusted partner to operational teams.
• Manage multiple project deliverables, requirements, and complex operational situations.
• Ability to prioritize workload and manage resources under pressure during critical incidents.
• Assist in MARC-led Root Cause Analysis (RCA) activities, incident reviews, and corrective action tracking.

Qualifications

• Three to five (3-5) years of data center, operations center, incident management, or related experience preferred.
• Proven track record of cultivating strong relationships with internal stakeholders, vendors, and customers.
• Excellent communication, teamwork, organizational, and problem-solving skills.
• Proficient with Microsoft Office Suite and operational management software.
• Demonstrated understanding of engineering documentation, alarm monitoring systems, electrical diagrams, and standard operating procedures.
• Multilingual skills are a plus.

Education / Certifications

• High School diploma required.
• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Operations Management, Communications, or a related field preferred.

Work Environment

• Fast-paced operational environment.
• 12-hour shifts, 7 PM to 7 AM or 7 AM to 7 PM
• 3 days one week 4 days the next week

CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.