Incident Response, On-Call, and Change Management

• Participate as an active member of technician on-call rotation, including after-hours, weekend, and holiday response as scheduled; provide hands-on onsite support when required.
• Coordinate operational incident response across assigned sites, including escalation, troubleshooting, provider engagement, stakeholder updates, and service restoration.
• Review and approve operational changes within assigned authority; ensure clear methods of procedure, risk assessments, rollback plans, and compliance with change management requirements.
• Document incidents, support root-cause reviews, and track corrective actions to completion; maintain current runbooks and escalation contacts.

Colocation Provider Coordination and Operational Controls

• Serve as Lightedge’s primary operational contact for assigned colocation providers; coordinate access, deliveries, remote hands, maintenance notifications, and service escalations.
• Review provider maintenance notices and assess potential effects on Lightedge services; coordinate internal readiness and follow up on provider incidents or service concerns.
• Conduct site and rack inspections for organization, cabling, asset accuracy, access compliance, and adherence to procedures; maintain records supporting audits and customer requirements.
• Maintain consistent operating procedures across sites; monitor ticket performance, deployment quality, incident trends, staffing coverage, and corrective actions.
• Manage assigned operational budgets and expenses, including travel, supplies, and remote-hands services; identify practical cost and efficiency improvements.
• Perform other duties consistent with the scope of the role.

Required Qualifications

• 6–8 years of relevant data center operations, colocation, or IT infrastructure experience, including experience leading technicians or operational teams.
• Demonstrated ability to manage distributed staff, prioritize work across multiple locations, and support sites with limited local staffing.
• Hands-on experience with server and network hardware, rack PDUs, structured cabling, equipment installations, inventory controls, and hardware troubleshooting.
• Working knowledge of A/B rack power, rack capacity, airflow, physical access controls, and colocation operations sufficient to recognize issues and coordinate provider response.
• Experience with ticketing systems, operational documentation, change management, incident response, and customer-facing service delivery.
• Strong communication, organization, and judgment; ability to work independently and lead teams through time-sensitive operational issues.
• Ability to work onsite in Lewisville, travel regularly to assigned locations, and fulfill scheduled on-call and after-hours responsibilities.

Preferred Qualifications

Experience managing multiple colocation sites and third-party providers; experience with remote-hands services, customer deployments, and compliance audits. An associate’s or bachelor’s degree in information technology, computer systems, or a related field, or equivalent practical experience, is preferred. Relevant technical or IT service management certifications are a plus.

With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.