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Who We Are:

It's pretty exciting, to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation.

As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone.

QTS is **Powered by People** . People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.

Job Summary:

The Technical Operations Trainer - TechOps is a learning and development professional responsible for designing, delivering, and continuously improving comprehensive training programs for the entire TechOps organization, spanning individual contributors to senior managers. This role serves as the hands-on training leader for Technical Customer Service Representatives (TCSRs), and the strategic training partner for Network Engineers, Cloud Engineers, Systems Engineers, and Enterprise Technology teams within a mission-critical 24x7x365 data center environment. The position focuses on eliminating single points of failure through systematic knowledge transfer, cross-training initiatives, and career development pathways while building scalable training infrastructure and resources.

Key Responsibilities (Other duties may be assigned):

Training Design & Delivery

+ Create and deliver instructor-led, virtual, and on-demand training programs encompassing technical knowledge, troubleshooting methodologies, system proficiency, and process adherence

+ Develop scenario-based and simulation training environments that replicate real-world customer interactions and service-impacting events

+ Facilitate comprehensive onboarding, certification, and upskilling programs for TCSRs, Network Engineers, Cloud Engineers, and Systems Engineers

+ Deliver training content covering alarm board monitoring, ticket management, DNS, VPNs, routing protocols, customer communications, and enterprise technology systems

Subject Matter Expert Coordination & Knowledge Management

+ Identify, engage, and coordinate with technical subject matter experts across all TechOps disciplines to ensure training accuracy and relevance

+ Document subdisciplines within Enterprise Technology, Network Engineering, and Systems Engineering domains

+ Develop and maintain comprehensive knowledge base articles, job aids, and digital learning assets

+ Collaborate with SMEs to create standardized training materials that capture institutional knowledge and best practices

Strategic Training Leadership & Program Development

+ Develop and execute comprehensive training roadmaps aligned with TechOps organizational goals and service level agreements

+ Partner with leadership to identify, document, and prioritize training needs across Enterprise Technology, Network Engineering, and Systems Engineering disciplines

+ Conduct systematic gap analyses to identify single points of failure and knowledge dependencies across technical teams

+ Collaborate with leadership to design and implement cross-training programs to build organizational resilience and reduce knowledge silos

+ Support leadership enforcing accountability around training schedules and onboarding timelines through regular reporting and stakeholder meetings

Vendor & Resource Management

+ Manage relationships with third-party training vendors and certification providers

+ Help to evaluate and procure external training resources, platforms, and tools to supplement internal capabilities

+ Coordinate external certification programs and professional development opportunities

Performance Management & Continuous Improvement

+ Track and manage employee certifications, internal qualifications, and recurring training requirements in alignment with compliance and security standards

+ Evaluate training program effectiveness using feedback, assessments, performance metrics, and business impact data

+ Implement data-driven training evaluation methodologies to measure ROI and continuously improve content and delivery methods

+ Maintain detailed training records and provide regular reporting on program outcomes and organizational capability improvements

Technology & Systems Integration

+ Maintain working familiarity with QTS technologies and systems, including ticketing platforms (e.g., ServiceNow), customer-facing tools, network infrastructure, and enterprise technology stacks

+ Leverage LMS platforms, digital learning tools, and knowledge management systems to deliver scalable training solutions

+ Stay current with industry best practices, emerging technologies, and evolving training methodologies

Culture & Professional Development

+ Foster an engaging and inclusive learning environment that promotes continuous learning, professional growth, and career advancement

+ Support career development pathways from individual contributor to senior management levels

+ Champion a culture of knowledge sharing and cross-functional collaboration

+ Travel up to 25% as needed to support remote teams, major initiatives, or in-person training sessions

Basic Qualifications

+ 5+ years of experience in learning and development, instructional design, or training program management

+ 3+ years of technical experience in a mission-critical environment such as a data center, NOC, service provider, or similar 24x7x365 technical support setting

+ Proven track record of designing and implementing enterprise-wide training programs for technical teams

+ Strong project management skills with experience managing multiple concurrent training initiatives

+ Demonstrated ability to work strategically with senior leadership and assist stakeholders in meeting training commitments

+ Experience conducting training needs assessments and gap analyses

+ Strong organizational and time-management skills in fast-paced, dynamic environments

+ Ability to learn and teach complex technical concepts across multiple technology domains

+ U.S. Citizenship required due to federal contract requirements

Preferred Qualifications

+ Bachelor's degree in Learning & Development, Instructional Design, Education, or related field; technical degree (Computer Science, Information Technology, Engineering) preferred

+ Professional certifications in learning and development (e.g., CPTD, ATD Master Trainer, CPLP)

+ Experience as a TCSR, NOC technician, Network Engineer, or Systems Engineer with hands-on exposure to routing, switching, ticketing systems, DNS management, and enterprise technologies

+ Technical certifications such as CompTIA CTT+, Network+, CCNA, or equivalent demonstrating ability to understand and teach technical content

+ Experience with vendor management and third-party training procurement

+ Familiarity with Cisco, Juniper, or similar network platforms and tools such as SNMP, NetFlow, and DNS management utilities

+ Advanced experience with LMS platforms, digital learning tools (e.g., Articulate, Teams, SharePoint), and knowledge base management systems

+ Understanding of ITIL processes, especially incident and change management

+ Experience with advanced training evaluation methodologies (e.g., Kirkpatrick Model, Phillips ROI Model, data analytics)

+ Knowledge of cybersecurity practices and compliance frameworks (e.g., FedRAMP, SOC 2)

Knowledge, Skills, and Abilities

+ Experienced instructional design and facilitation skills, with ability to adapt delivery methods based on diverse learner needs and technical skill levels

+ Experienced in leadership development, communication training, and customer service excellence programs

+ This role offers significant growth potential with opportunities to expand into enterprise-wide learning strategy, organizational development, change management, and learning leadership positions

+ Strong business acumen and strategic thinking to align learning initiatives with organizational objectives and identify expansion opportunities

+ Excellent stakeholder management and influence skills for engaging leadership, SMEs, and cross-functional teams

+ Exceptional project management abilities with experience using project management tools and methodologies

+ Advanced analytical and problem-solving skills to identify training gaps and measure program effectiveness

+ Proficiency in Microsoft Office, Teams, virtual training platforms, and learning management systems

+ Strong vendor relationship management and negotiation skills

+ Detail-oriented with exceptional organizational and documentation abilities

+ Ability to thrive in ambiguous situations and build programs from the ground up

+ Change management skills to drive adoption of new training initiatives and processes

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits. This position is Bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English) (http://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

At QTS, we are _Powered by People_ . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.

And we’d like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

+ Roth and Traditional 401(k) matching contributions with immediate vesting

+ Every employee is bonus or commission eligible

+ Generous PTO, Paid Volunteer Days Plus Floating Holidays

+ Stock Purchase Plan (SPP)

+ 11 paid Holidays Annually/Holiday compensation when worked

+ Pet and Legal Insurance

+ Q-Rest Sabbatical Program

+ Q-Anniversary Service Award Program

+ Parental Leave for primary and secondary caregivers

+ Military Benefits Package

+ QTS Charitable Matching Gift Program

+ QTS Scholarship for Employee Dependents

+ QTS Crisis Fund

+ Wellness Program

+ Tuition Reimbursement Program