Job Responsibilities:
• Supervise, monitor, and direct the performance of Data Centre Services (Deployment of racks, trays, hardware, customer requests through ticket management, reverse logistics, supporting parts storage and replenishment)
• Monitor daily Service Level Objective (SLO) and Service Level Agreement (SLA) - (multiple sites)
• Develop an operational team strategy to achieve Service Standards & SLA KPI’s.
• Professionally monitor and train team’s performance, provide on the job coaching and evaluate performance, compare results to objectives.
• Recommend or initiate hiring, promotions, transfers or disciplinary actions.
• Conduct regular safety and task specific training both theoretically and practical.
• Ensure all services are completed accurately and on time, in accordance with customer policies, including safety requirements.
• Establish, maintain, and promote exceptional customer service.
• Properly maintain and inspect tools & equipment.
• Schedule Maintenance Services as necessary to maintain the facility’s infrastructure systems in accordance with maintenance programs including, but not limited to, 5S (floor and room organization, supplies, and upkeep).
• Always ensure an appropriate number of personnel on site.
• Oversees daily management of staff and manage the flow of Data Centre day-to-day operations
• Perform all services as efficiently as possible while limiting negative impact to the environment.
• Attend regular meetings with customers to report issues, analyze quality, review performance, and/or resolve issues.
• Correctly maintain and generate required reports, including trends surrounding the services.
• Correctly interpret and enforce company policies and safety procedures to ensure compliance.
• Manage team capacity & utilization for assigned tasks during normal operations SLA & standards
• Requires traveling to multiple sites if required.
Job Requirements:
• Minimum Required Experience: 3+ years of experience in a similar role. Preferred Tertiary educational level.
• Strong communication skills (verbal and written) in English for handling English speaking people and local country language.
• Focused on safety.
• Must have Team Management experience.
• Intermediate to Advanced computer skills (Word, Excel Powerpoint).
• Able to identify basic network components and understanding of computer terminologies.
• Ability to rapidly learn Standard Work Instructions (training and job shadowing to be provided).
• Data analysis skills.
• Attention to detail.
• Work independently and as part of a team. Ensure tasks are completed correctly and quickly.
• Must be comfortable working in a physically demanding environment.
• Ability to lift/move (~25 kg / 50 lbs.) equipment as required.
• Knowledge of machines, equipment and maintenance.
• Experience in handling multiple projects and tight timelines.
• Vendor interaction and relations experience.
• Knowledge of principles and practices of effective customer service.
• Provides direction, instructions and guidance to team members to ensure achievement of Service
