Responsibilities:
RCA Execution & Quality Assurance:
- Support and oversee RCA execution for all SEV1–SEV4 incidents, ensuring technical accuracy, clarity, and process adherence.
- Travel onsite following major incidents (SEV1) to support fact-finding, facilitate post-mortems, and ensure comprehensive documentation.
- Partner with technical engineering and site operations teams to ensure root cause documentation is complete, accurate, and high quality.
- Apply the Human Factors Analysis and Classification System (HFACS) to identify latent conditions and human performance issues.
Governance, Training & Program Integration
- Maintain and evolve RCA and CA standards, workflows, and documentation templates.
- Train site teams, engineers, and leadership on RCA fundamentals, HFACS principles, and corrective action best practices.
- Escalate recurring findings or systemic weaknesses to the global incident program for strategic review.
- Integrate lessons learned and incident findings into operational knowledge systems and playbooks.
KPI Management & Strategic Insights
- Track and report performance metrics (e.g., Repeat Incident Rate, CA Completion Time, RCA Delivery).
- Support delivery of monthly, quarterly, and annual RCA dashboards for senior leadership.
- Identify operational trends and systemic risks from aggregated RCA data and surface improvement opportunities.
- Ensure RCA documentation is audit-ready and supports compliance with ISO22301, ISO27001, SOC2, and other certification frameworks.
Qualifications:
- 3–5+ years in incident management, data center operations, engineering, or related field.
- Hands-on experience performing or reviewing RCAs using industry methodologies (5 Whys, Fishbone, Fault Tree, etc.).
- Familiarity with HFACS or similar human error frameworks.
- Strong writing, documentation, and technical communication skills.
- Proficient in using Excel, ServiceNow, PowerPoint, Power BI for trend reporting and analysis.
- Able to travel globally on short notice (~10%).
- Certification in Six Sigma, Lean, or Root Cause Analysis methodology.
- Experience with compliance frameworks (ISO 22301, ISO 27001, SOC 2).
- Familiarity with ServiceNow or other incident tracking systems.
- Technical writing or investigative journalism background.
- Must be able to travel up to 50%
Education / Certifications:
- Degree or Equivalent Experience
Benefits:
- Remote work is supported two days a week
- Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program
- Competitive pay, performance bonus, 401(k) retirement plan with company match
- Generous paid time off and holidays, parental leave
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.
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What We Do
CyrusOne provides data center, managed hosting, colocation and managed IT services in North America and Europe.
