Job Description

• Responsible for 24 x 7 data centre service delivery operations covering remote/smart-hands activities, maintenance of IT/network infrastructures at the site, with offsite service delivery.  
• Execute and ensure full adherence to all defined data centre procedures and processes by the team.
• Ensure all data centre events, incidents and change management activities with the critical infrastructure team.
• Deliver ISO27001 compliance process conformance for incidents, problems and change management 
• Customers’ management interface (post-sales) for all operational matters.
• Ensure future service requirements are identified and understood in service level. Ensure service levels and deliverables as per MSA commitments.
• Service management, change management, measuring, tracking and reporting on customer satisfaction. 
• Enforce quality service delivery to all customers.
• Manage customers’ perceptions and ensure good customers’ experiences at all times.
• Central point of contact for customers and vendor relationships.
• Emergency escalation point for major issues, including after-hours and weekend on call rotation.
• Management SLAs reporting for compliance. 
• Customer monthly service reporting and chair operations meeting with customers as requested.
• Liaison/coordination of all network/telco deployments for internal and customers.
• Liaison/coordination of all physical access and deliveries on-site with customer.
• Derive new or review operational procedures, processes and look for opportunities in process and procedural improvements.
• Manage outage calls; oversee a technical group during an outage; and perform root cause analysis.
• Ensure vendors meet the metric targets for problem resolutions and addressing issues.
• Assist in quality assessments by supporting quality rating measures on service delivery practices.
• Manage, direct, and coordinate the activities of contracted personnel or third parties who are providing services or performing work within the assigned property. 
• Work closely with the critical infrastructure team to oversee scheduling of preventive maintenance, contracted maintenance, and general maintenance with minimum disruption of building services.
• Work closely with the critical infrastructure team to manage capacity planning for building services, such as space, power, cooling and the various base building soft services and tenant needs. 
• Oversee the management of third party vendors (non-facility management). 
• Run weekly incident/change management reviews for the management team.
• Support critical infrastructure team on capacity management.
• Support customer’s audit requests and RFP/RFQ requests.
• 24x7 standby 
• Carry out any other duties as and when assigned by the management.

Qualifications

Must Have:

• Possess a Bachelor Degree in Computer Science/Engineering or qualification in a related fields with proven track record of success.
• Minimum 3 years of relevant working experience in data centre managed hosting environment.
• Experience with network monitoring systems configuration and maintenance.
• Ability to work and communicate effectively, and comfortable working in a fast-pace environment with customers and internal work groups. 
• Broad knowledge of IT infrastructures (systems, networks, storage, virtualization, cloud, etc)
• Project management and service delivery management experience.
• Willing to work during non-office hours to manage and coordinate major data centre related customers’ activities.
• Excellent team player in cross-functional environment.
• Must be customer oriented, proactive, independent, self-motivated and able to work under pressure.

Good To Have:

• Certified practitioner of ITIL, CCNA, CCNP, CDCP or equivalent certification.
• Possess IT and data centre related certifications, such as CCNA, CCNP, CDCP, CDCS, CDCE, CDCMP, DCS in Operations, PMP, ITIL, etc.
• Familiar with certification standards, such as LEED Gold, BCA-IDA Green Mark Platinum, Uptime Institute Tier III, MAS TVRA, ISO 20000, ISO 27001, SS507, SS564, etc.
• Broad knowledge in data centre facilities related systems, such as PDUs, UPS, DC rectifier, generator, DRUPs, CRAUs, chiller, DX cooling, fire protections, raised floor systems, cooling containment, etc.
• Bilingual in English and Chinese (necessary in order to communicate effectively with mandarin speaking clients).