This video explores the four key performance indicators that separate exceptional managed service providers from average ones - and how metrics like response times, Mean Time to Repair, uptime, and Net Promoter Score help IT leaders evaluate operational performance and customer experience, featuring insights from DataBank’s Autumn Salama, Michael Baker, and Thomas Cannady.
Join Autumn Salama, DataBank’s VP of Platform and Business Operations; Michael Baker, VP of Customer Operations; and Thomas Cannady, VP of Network Operations as they explore the metrics and practices that define operational excellence in managed services-and what IT leaders should look for when evaluating an MSP.
Here are some things you’ll learn:
Run Time: 22 Minutes
Autumn Salama serves as Vice President of Cloud Operations at DataBank, where she leads cloud service strategy and operational execution, delivering secure, scalable solutions to enterprise clients across DataBank's North American facilities.
With nearly two decades of IT and cloud infrastructure experience, Autumn has held senior leadership roles spanning product management, customer success, engineering, and service delivery. She previously served as Chief Integration Officer at Evolve IP, leading complex M&A integrations, and held executive positions at Secure-24 and Symmetry managing critical infrastructure operations.
Autumn holds a B.S. in Computer Information Systems from Metropolitan State University of Denver, graduating summa cum laude. Her leadership is defined by a passion for process optimization, collaboration, and continuous improvement and building teams and systems that drive growth and resilience.
Thomas Cannady is the Vice President of Network Operations at DataBank, with over 20 years of experience in data center and network services. He has held leadership roles at Cyxtera, Verizon, Terremark, and Lucent Technologies, leading network architecture, engineering, and large-scale interconnection initiatives.
Prior to that, he spent more than 14 years at Terremark/Verizon in various leadership roles focused on network architecture, engineering, and operations. Before joining Terremark, Thomas worked at Verizon Federal, where he gained extensive experience in backbone network engineering and infrastructure management. Throughout his career, he has been instrumental in advancing network technologies, optimizing performance, and enhancing security across complex IT environments.
Thomas is a thought leader in network observability and AI-driven automation, helping shape the future of data center connectivity and interconnection. In addition, he served in the United States Air Force for eight years.
As Vice President of Support Operations at DataBank, Mike Baker leads the customer support experience across 24x7x365 technical support teams and technical account managers. With more than 20 years of IT leadership spanning operations, cost management, system architecture and vendor management, he brings deep expertise in cloud, hybrid and public operating models. His approach centers on delivering supportable solutions built around business needs and measurable outcomes.
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