ROLE AND RESPONSIBILITIES
OVERALL ROLE
This position is to assist the Operations Manager in the day-to-day operation.
MAJOR RESPONSIBILITIES
- Attend / Response customer phone calls, emails, support tickets and collect customer requests and data
- Understanding networks and provide product information
- Patching of switches, servers, and other ICT equipment
- Updating Patch Manager records according to the Vendors Reports
- Solve common problems such as verification of hardware and software, installation issues, and setup
- Checking data centre racking / unracking and cabling
- Escort and manage the Vendors and organizing the works schedule
- Coordinating with other departments and interactions with clients
- Checking the comms rooms conditions and conduct routine inspections
- Managing all cabling and IT hardware installation/decommissioning tasks and coordinate with the Vendors for executing the works
- Preparing the change requests, permits and other required documentations for the cabling and IT hardware requests
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
Ideal Experience
- Thorough understanding of building services design and engineering management
- Strong sense of technical services continuity, awareness of risks and impact of daily operations
- Ability to identify and implement opportunities for operational efficiency / improvements and implement agreed solutions
- Provide oversight to improve service levels
- Ability to support Service Management and related processes (e.g., Service Request, Incident, Change)
- Ability to perform data centre racking / unracking and cabling, basic rack cabling tidy-up / clean-up
- Ability to perform hardware installations, decommission and cable installations, cable removal which include troubleshooting and testing
- Working knowledge and /or experience in IT devices hardware maintenance, and break-fix support
- Working knowledge of physical Enterprise-class IT infrastructures (e.g., Servers, SANs, Networking, etc.)
- Working knowledge of Microsoft server hardware, networking, and Data Centre Power schemes
- Ability to execute the Power Maintenance Events
- Ability to handle tape backup media and prepare for offsite storage
- Ability to perform physical audits and ensure the Service Management database is updated and accurate
- Comfortable working in a challenging environment as part of a team and maintain business relationships to meet and exceed client expectations
- Comfortable managing incidents and service failures
- Strong written, verbal, and interpersonal communication skills with English and local language(s)
Desirable
- Microsoft / Linux / UNIX certification and/or administration experience
- Network certification - CCNA, Network+
- Data Centre related certification - CDCP/S/E, CDCMP/TP
Critical Competencies for Success (with corresponding ‘I am JLL behaviours’)
Client Focus & Relationship Management – ‘I Value my Customers’
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Ability to interact with a wide range of client staff, including senior levels
- Ability to manage conflict and balance between client and firm requirements
People Management and Team Leadership – ‘I am a Team Player’
- Ability to deliver requirements through a remote matrix-reporting team effectively, promoting open, constructive and collaborative relationships at all levels
Program Management & Organizational Skills – ‘I am Proactive’
- Excellent planning & organizational skills to prioritize work and meet tight deadlines
- Proven ability to manage multiple and complex operational matters on a daily basis
- Provide oversight to improve service levels. Train, mentor, and suggest improvements / modifications to training programs
Problem Solving & Strategic Thinking – ‘I am Innovative’
- Capacity to deal with ambiguity and solve complex problems effectively
- Analytical proven ability to solve problems using a quantitative approach
- Proven ability to employ holistic approaches and looks at long term solutions
Other Personal Characteristics
- Attention to detail
- Strives for compliance while being agile to adapt to business needs and change
- Natural communicator who enjoys engaging at all levels
- Self-motivated and confident
- Exhibits honesty & trustworthiness
- Open to new ideas & willing to challenge status quo
- Works well with diverse teams from various countries/cultures
KEY STAKEHOLDERS
Client Representatives
INDIRECT REPORTS
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REPORTING TO
Operations Manager
Indirect report to the APAC Regional Engineering Director
