Shift Lead - Data Center Colocation Operations

The purpose of this position is to provide leadership, motivation and direction to a team of Data Center Engineers in order to deliver the best Business Customer Experience thus increasing customer delight whilst creating new business leads and opportunities. The role is cross-functional and requires interaction with different stakeholders internally within du, as well as externally such as partners, vendors and customers. Maintain the availability and SLA’s of managed services to improve customer satisfaction. Accountable for customer incidents, monitoring, investigating, and periodic service reports. To create and manage the client facing relationship by setting and meeting the customer’s expectations on implementation and post sales service operations. To act as the point of contact stationed at Data Center premises for all the customers service management and delivery issues and own until a satisfactory and acceptable resolution has been found and executed.

Key Accountabilities

• Operate and maintain the installed equipment and EM systems such as generators, UPS’s, DC power systems, Fire Alarm, Fire Fighting, Access Control, CCTV, BMS, Air Conditioning
• Plan, schedule, and Conduct Preventive Maintenance (PPM) for the equipment and systems in operation.
• Prepare reports and submit recommendations as required.
• Attend the site and take necessary immediate corrective actions in cases of emergencies on 24/7 bases.
• Monitor remotely and physically the environment of the EM systems and equipment and make sure it is as per the normal set levels.
• To conduct site surveys and visits and escalate complex issues and problems to manager
• Coordinate with the enhancement unit for the requirements of the EM equipment and systems to be enhanced / upgraded.
• Coordinate with concerned teams to arrange for connection of power supply to the switches and telecom devices.
• Maintain and update full record of the EM systems and equipment installed
• Maintain full record of the contact persons from the consultant, contractor, and customer side whom should be contacted for EM issues.
• Share with other stakeholders in case of fault and outage events.
• Keep time and work records and prepare work reports.
• Use effective, positive interpersonal communications skills.
• Attend service activation/deactivation tasks assigned during working & non-working hours.
• The Data Center Engineer should provide support in operation and maintenance of electromechanical systems and equipment which serve the Data Centers.
• He will be responsible for the technical supervision of all Data Centers infrastructure systems, including Troubleshooting, inspection, preventive maintenance programs, installation, testing, commissioning and operation. This will include but not limited to, preparation and checking equipment specifications, design verification, as well as compliance with site security, health and safety and quality standards.
• In order to do that he should have adequate electromechanical experience, knowledge, and skills that enable him to work with different types of data center’s EM systems and equipment’s in terms of operation and maintenance.

Qualifications

• Graduate with ITIL (minimum ITIL Foundation preferred)
• PMP/Prince, CCNA/CCNP Certified, Data Center Certifications
• ISO Certifications Preferred
• BE/ BSc Degree in IT, electrical or electronic Engineering preferred

Experience

• A minimum of 8 years industry experience with at least 4 years in an International Data center/ IT / Telecommunications organization. At least 5 years in a Data Center management & Operations role.
• Proven track record in successfully operating a Data Center maintain the SLA’s and achieving the targeted KPIs
• Preferably experienced in completing projects achieving the set timelines & budgets and in customer satisfaction initiatives & customer retention via proactive DC Service Management.

Skills

• Excellent written and Verbal communication.
• Track record of picking up new technologies quickly in a fast-paced service environment
• Experience of dealing with users, specialists and service providers
• Strong knowledge of IT services and products delivered and the tools, methods, procedures needed to deliver customer services
• Ability to work under pressure and to maintain to a strictly agreed SLA
• Strong experience of 1st and 2nd line resolution
• Proven Service Desk operation experience