Operation Ops. Excellence & Compliance

Job Profile	:	Operation Ops. Excellence & Compliance
Department	:	Operations
Reports to	:	Director - Ops. Engineering
Location	:	Navi Mumbai
Education	:	·    Bachelor's degree in Engineering (Electrical, Mechanical, Industrial).
Add. Qualifications	:	·    Master's degree in Business Administration (MBA), Operations Management, or Quality Management preferred. ·    Certifications in Lean Six Sigma (Green Belt or Black Belt), PMP (Project Management Professional), or other recognized process improvement methodologies are highly desirable. ·    Certifications in Quality Management Systems (e.g., ISO 9001 Lead Auditor) or Information Security Management Systems (e.g., ISO 27001 Lead Implementer/Auditor) are a strong plus. ·    Relevant certifications in data center operations (e.g., CDCP, CDCS, DCOS) are beneficial.
Overall Experience	:	·    15-20 years of extensive experience in operations management, process improvement, quality assurance, and compliance roles. ·    Minimum 5-7 years in a leadership or managerial role, demonstrating strong capabilities in driving operational excellence initiatives and managing compliance frameworks. ·    Proven track record of implementing continuous improvement methodologies and achieving measurable results in complex operational environments.
DC Specific Exp	:	·    Minimum 5-7 years of direct experience in leading or significantly contributing to operational excellence initiatives within the Data Center industry (hyperscale, colocation, or large enterprise data centers) in India. ·    Demonstrated experience in applying and optimizing operational processes specific to data center infrastructure (e.g., power distribution, cooling systems, physical security, IT systems, BMS & allied systems). ·    Proven experience in managing and successfully navigating compliance audits (e.g., ISO 27001, SOC 2, PCI DSS physical security aspects, Uptime Institute/ TIA-942 standards) within a data center context. ·    Hands-on experience in leading critical incident management and Root Cause Analysis (RCA) processes for major outages or operational failures in a 24x7 mission-critical data center environment. ·    Track record of driving measurable performance improvements related to data center uptime, energy efficiency (PUE reduction), and overall operational reliability.

Role Purpose:

The Operations Excellence & Compliance will be a pivotal leader responsible for driving continuous improvement, establishing best-in-class operational processes, and ensuring comprehensive compliance across all data center operations. This role focuses on optimizing efficiency, enhancing reliability, and standardizing operational practices to achieve peak performance and meet stringent Customer quality standards. The incumbent will champion a culture of excellence, data-driven decision-making, and robust governance within the Operations department, reporting directly to the Director - Operations Engineering.

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Key Responsibilities:

Operational Process Design & Optimization:

·          Lead the design, documentation, and continuous optimization of all critical operational processes across data center sites (e.g., MOPs, SOPs for maintenance, incident response, change management, capacity management).

·          Implement and champion Lean Six Sigma methodologies or other continuous improvement frameworks to identify inefficiencies, reduce waste, and enhance operational workflows.

·          Conduct regular process audits and performance reviews to ensure adherence to established procedures and identify areas for improvement.

·          Drive initiatives to standardize operational practices across multiple data center campuses, ensuring consistency and best practice adoption.

·          Collaborate with Engineering, IT Operations, and other departments to ensure seamless integration of processes and cross-functional efficiency.

Performance Monitoring & Analytics:

·          Develop and implement comprehensive operational performance metrics and KPIs (e.g., Uptime, MTTR, MTBF, PUE, incident rates) for all data center operations.

·          Establish and manage data collection, analysis, and reporting frameworks to provide insightful dashboards and performance trends to management.

·          Lead Root Cause Analysis (RCA) and corrective/preventive action (CAPA) processes for significant operational incidents, ensuring lessons learned are integrated into processes.

·          Utilize data analytics to identify operational bottlenecks, predict potential failures, and recommend proactive solutions to enhance reliability and efficiency.

·          Facilitate regular operational review meetings to discuss performance, compliance status, and improvement initiatives.

Compliance & Governance Management:

·          Ensure strict compliance with all relevant industry standards, certifications, and regulatory requirements applicable to data center operations (e.g., ISO 27001, SOC 2 Type 2, PCI DSS Physical Security, Uptime Institute/ TIA-942 standards).

·          Develop, implement, and maintain a robust compliance framework and audit program for operational processes.

·          Coordinate and facilitate internal and external audits (e.g., ISO, SOC, customer audits) related to operational processes, providing necessary documentation and support.

·          Oversee the development and implementation of corrective action plans stemming from audit findings or compliance gaps.

·          Conduct regular compliance training and awareness programs for operations personnel to foster a culture of adherence and accountability.

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Key Deliverables:

·          Optimized & Standardized Processes:

o    Comprehensive and up-to-date SOPs/MOPs/EOPs for all critical data center operational activities.

o    Demonstrable reduction in operational inefficiencies and waste through process improvements.

o    High level of process adherence across all data center sites.

·          Enhanced Operational Performance:

o    Accurate and insightful operational performance dashboards and reports for key metrics.

o    Measurable improvements in key operational KPIs (e.g., reduced MTTR, increased MTBF, optimized PUE).

o    Effective Root Cause Analysis and CAPA implementation leading to reduced recurrence of incidents.

·          Robust Compliance Posture:

o    Successful completion of all relevant operational certifications and audits with minimal non-conformities.

o    Zero non-compliance penalties or significant regulatory breaches related to operations.

o    A strong culture of compliance embedded within the operational teams.

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Required Skills & Competencies:

·          Operations Excellence & Quality Management:

o    Deep expertise in process analysis, design, and optimization methodologies (e.g., Lean, Six Sigma).

o    Strong understanding of Quality Management Systems (QMS) and their application in operations.

o    Proficiency in performance measurement, KPI development, and data analytics tools.

o    Experience with Root Cause Analysis (RCA) frameworks (e.g., 5 Whys, Fishbone) and corrective/preventive actions (CAPA).

·          Data Center Operations & Compliance Knowledge:

o    Solid understanding of data center critical infrastructure and IT operations from a process perspective.

o    In-depth knowledge of industry standards and certifications relevant to data centers (e.g., Uptime Institute Tier, ISO 27001, SOC 2).

o    Familiarity with relevant regulatory requirements (e.g., safety, environmental) applicable to data centers in India.

o    Experience in audit management and responding to audit findings.

·          Leadership, Communication & Influence:

o    Proven ability to lead cross-functional teams and influence stakeholders at all levels to adopt new processes and standards.

o    Excellent written and verbal communication skills for documenting processes, preparing reports, and conducting training.

o    Strong analytical and problem-solving skills with a meticulous attention to detail.

o    Ability to drive change management effectively in a complex operational environment.

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Internal and External Stakeholders

• Internal Stakeholders:

  • Director - Operations Engineering (Direct Manager): For strategic alignment, performance review, and technical validation of operational processes.

  • VP - Operations: For overall operational strategy, governance, and high-level performance reporting.

  • DGM - Operations IT: For ensuring IT operational processes align with excellence and compliance standards.

  • Campus Operations Teams: For process implementation, adherence, and feedback.

  • Project Management & Engineering Teams: For integrating operational excellence into new builds and upgrades.

  • Quality & Risk Management Teams: For enterprise-wide quality and risk alignment.

  • Legal & Compliance Teams: For ensuring adherence to regulatory frameworks.

  • Sales & Solutions Teams: For understanding customer audit requirements and demonstrating operational capabilities.

• External Stakeholders:

  • Certification Bodies (e.g., ISO, Uptime Institute): For audits and maintenance of certifications.

  • External Auditors (e.g., for SOC 2, PCI DSS): For independent verification of compliance.

  • Customers: For demonstrating operational reliability, security, and quality during audits or due diligence.

  • Regulatory Authorities: For compliance inspections related to safety and environment.

  • Consultants: For specialized advice on process improvement or compliance matters.

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Key Performance Indicators (KPIs):

The performance of the Ops Excellence & Compliance will be measured against a comprehensive set of KPIs, including but not limited to:

• Process Effectiveness & Efficiency KPIs :

  • Process Adherence Rate: Percentage of operational tasks executed as per documented SOPs/MOPs.

  • Process Cycle Time Reduction: Measurable reduction in time taken for key operational processes (e.g., incident resolution, change implementation).

  • Internal Audit Findings (Process Gaps): Reduction in the number and severity of findings related to process non-adherence.

  • Automation Implementation Rate: Percentage of identified manual processes automated.

• Operational Performance Improvement KPIs :

  • Improvement in MTTR / MTBF: Measurable reduction in Mean Time To Repair and increase in Mean Time Between Failures.

  • PUE Optimization: Contribution to the reduction of Power Usage Effectiveness.

  • Incident Recurrence Rate: Reduction in the recurrence of critical operational incidents.

  • KPI Achievement for Operations Teams: Contribution to the overall achievement of operational KPIs.

• Compliance & Governance KPIs:

  • Audit Success Rate: Successful completion of all internal and external operational compliance audits (e.g., ISO, SOC, customer audits) with zero critical findings.

  • Compliance with Regulations: Absence of penalties or non-compliance issues from regulatory bodies.

  • Documentation Completeness & Accuracy: Up-to-date and accurate status of all operational process documents (SOPs, MOPs).

  • Training & Awareness Metrics: Participation and effectiveness of compliance training programs.