Escalation Call Center Operator

The CEC Specialist is the advanced support tier of the Compass Escalation Center and the portfolio’s on-demand technical responder for unplanned events. Operating on a 24/7 rotation, the CEC Specialist role is the first technically qualified voice a site operator reaches when an abnormal condition occurs, and is most critical when an operator is working a night or weekend shift alone. The role confirms what is occurring by interpreting the available evidence – BMS alarms and trends, single line diagrams, EnCompassView – then directs the site through the applicable Error Elimination Procedure (EEP) to work towards stabilizing the Site during an incident. The CEC Specialist especially supports the minutes between the first alarm and the point at which deep expertise assembles on a bridge call, that will help assess things at a system-level and direct remediation activities to get back to normal operating state. Where the CEC Technician owns detection, severity classification, ticketing, and customer notification, the CEC Specialist owns diagnosis and stabilization; the two are peers on the same shift, working in parallel rather than in sequence. The CEC Specialist reports to the Director of Incident Management and sits between the Data Center Operator and the Site Manager in technical depth.

Responsibilities:

Diagnose

• Serve as the immediate technical point of contact for any site reporting an abnormal condition, and establish direct voice contact with the responding operator on a Severity 1 or Severity 2 event.
• Interpret BMS alarms, alarm sequences, and trends to distinguish a genuine equipment failure from a sensor, network, or nuisance condition.
• Read single line diagrams to determine what the affected equipment feeds, what redundancy remains, and where the site is exposed to a second failure, pushing supporting EnCompassView evidence to the operator.

Stabilize

• Identify the governing EEP for the observed failure mode, confirm it is the current revision for that site and configuration, and direct the operator through its stabilization steps, verifying the expected result of each step before proceeding to the next.
• Act as the remote second set of eyes for a solo operator, confirming equipment identification, breaker and valve positions, and switching order before any action is taken.
• Stop the sequence and escalate when conditions diverge from the procedure, rather than improvise.

Capture and improve

• Direct evidence preservation – photographs, meter and gauge readings, panel states, event logs – before recovery work disturbs conditions, and record the technical narrative in the ServiceNow incident.
• Identify EEPs that are missing, out of date, or incorrect in practice, and drive corrections through the owning process.
• Serve as a certified instructor under the Compass Train the Trainer program, developing CEC Technicians and coaching site personnel through drills and tabletop exercises.
• Perform other related duties and responsibilities as assigned by management.

Scope of Authority:

• May direct, within an approved EEP, EOP or SOP
• Shall not direct, and shall escalate instead: any action not covered by an approved procedure
• Stop work authority. Nothing in this role transfers responsibility for personal safety away from the individual performing the work. Any on-site employee may refuse or halt a directed action for any safety concern, at any time and without consequence.

Critical Skills:

• Fluent interpretation of single line diagrams, sequences of operation and control narratives, including the ability to identify downstream impact and remaining redundancy from a drawing under time pressure.
• Demonstrated command of emergency operating procedures in a live critical environment, evidenced by execution rather than familiarity.
• Ability to diagnose accurately from indirect evidence – telemetry, drawings, and a verbal description from an operator working under pressure – without hands on the equipment.
• Judgment to recognize when a directed action would cross a safety line, and the discipline to stop and escalate rather than proceed on an assumption.
• Closed-loop verbal communication, including plain unambiguous instruction, deliberate readback, and a calm delivery that reduces stress at the receiving end.
• Instructional ability – able to teach a procedure and the reasoning behind it, not recite it.
• Comfort working autonomously and decisively during off hours with incomplete information and a customer notification clock running.

Qualifications:

• A minimum of 5 years of directly related hands-on experience in the operation, maintenance, and emergency response of data center critical equipment, with working knowledge of HVAC, electrical, fire/life safety and control systems. Prior service as a Data Center Operator is strongly preferred.
• Hands-on troubleshooting experience with switchgear, generators, UPS systems, ATS/STS units, PDU/PMM units, chillers, air handling units, and CRAC units, and current knowledge of NFPA Electrical, Fire and Life Safety codes, lockout/tagout, and arc flash requirements.
• Completion of the Compass Train the Trainer program, or within 90 days of placement.
• Working knowledge of the Compass EEP library, EnCompassView, and the operational differences across the portfolio, or the ability to reach proficiency within a defined onboarding period.
• Availability for 24/7 rotating shift coverage, including nights, weekends and holidays.
• A 4-year degree in an engineering or technical discipline, or an equivalent combination of technical training and directly related experience. Military experience would be an advantage.
• Successful completion of a background investigation is a condition of employment.

If you are a motivated and results-driven individual with a passion for data center services and a knack for building strong client relationships, we want to hear from you. Join us in revolutionizing the data center industry and apply today!

Salute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.