· Act as SME for remote offices across varies regions, for new and existing application and infrastructure support regarding network requests such as F/W changes, security certificate creations and renewals, new IP allocations, DNS changes etc;
· Provide key and timely support for all infra changes on remote VM and on-prem infrastructure via ServiceNow and with proper documentation as record;
· Ability to understand, create/modify OPM diagrams and collaborate with information security team;
· Collaborate with internal teams and external stakeholders to identify service improvement opportunities, utilizing trend analysis, root cause analysis (RCA), and problem management techniques;
· Serve as a key liaison between application teams, regional teams and product/service management teams to drive continuous improvement in services and customer experience;
· Provide critical support during major incidents as part of the 24x7 incident management process, ensuring the concerns of DC and owners are represented;
· Ensure high-quality IT support aligned to ITIL (Incident, Service requests, Problem, Change) with peers and vendors. Ensure SLA’s are met and changes are managed through CAB process using ServiceNow;
· Ensure BCP/DR capabilities across systems are aligned to business requirements;
· Act as DR coordinator and POC on BCP exercises and manage DR related documents and ensure information are updated;
· Familiar with and to support audit activities for ISO90001,ISAE3402 , ISO 27001 and ANSI/TIA-942 by providing evidence for finding remediation;
· Manage the day-to-day operations of supported Data Center sites, in a 24/7 mission critical environment;
· Maintain server room equipment, fire suppression, UPS, water leakage, humidity control, etc and support reducing on-premises infrastructure;
· Negotiating and coordinating with local vendors, and will be expected to drive performance and expectations;
· Liaison with DC provider/vendor with regards to utilities, building services or facilities and system issues, which include Data Center Infrastructure Management DCIM support, Key management system (KMS), CCTV operation and Access systems;
· Proactive monitoring of the Environmental System Alerts in Data Centres to ensure they are operating within acceptable level and to escalate promptly to the relevant authority or third-party vendors to rectify any defects alerted;
· Monitor and optimise Power Usage Effectiveness (PUE) and overall power consumption within the data centre, ensuring the efficiency of servers and racks meets target power consumption levels;
· Ensure DCIM systems are operating as designed to protect the data center, capture power usage, calculate available capacity, and provide meaningful, timely alarms, notifications, and reports;
· Propose continuous improvement initiatives with recommendations to strengthen IT governance & compliance, increase efficiency on work quality and processes;
· Support design planning and space allocation for prospective Colo and Private cloud service hosting. Recommend acquisition of new technology to enhance DC operational efficiency;
· Support DCFM on matters pertaining to all Data Center (DC) projects; this include making arrangement and attend site surveys with vendors, supplier and business Product and suggest feasible solutions to ensure DC’s requirement are addressed or met;
· Support the management of works conducted within the Data Centres such as site preparation, site survey, network cabling, electrical wiring, air-conditioning, building power supply (including power generator) tests, on-site/off-site standby activities etc;
· Establish work schedule, monitor work progress on site, examine and certify works done, and to attend Factory Acceptance test, Site Acceptance test and Integrated System Test, if any;
· Support and oversee new Data Center project fit-out, additions and alterations works, including SIT/ UAT testing;
· Ensure project closure and hand over with as-built drawings, schematics and reports, including commissioning of assets. This includes witness key commissioning tests on site;
· Enforce adherence to established procedures (SOPs, MOPs, EOPs, PTWs, RAs) and change control processes for all data center maintenance activities;
· Working experience in managing & supporting DCIM system such as Struxureware , Trellis, RiZone, SunBird in support of new data center deployment, and retrofits;
· Establish operational and performance benchmarks, analyze data, and prepare reports on all aspects of facility operations and maintenance;
· Generate monthly progress reports and track deliverables promptly.
Requirements
- Bachelor of Computer Science/Engineering or equivalent;
- Have at least ten (10) years of working experience in Data Centre Facility Management/Environment is a MUST, with,
- at least four (4) years of experience in leading and handling a team in a similar capacity;
- Excel in vendor management and willingness to travel to Data Centers within APAC;
- Possess broad-based knowledge and skills in the areas of building technology, mechanical and electrical services and facilities management;
- Very good knowledge and understanding of Data Centre infrastructure systems with experiences working on mission critical systems such as UPS, Chiller, CRAC, Thermal /Fan Wall Cooling, Electrical HT/LT, Fire Protection, Water Detection systems, Fire Suppression systems, PDU, CCTV systems, Card Access systems etc;
- Very good knowledge for best practices in fire/workspace safety, management, control, and operating a Data Centre hosting services (COLO);
- Proficient in Rack and Stack Tasks/ Planning, analysis and forecasting under Data Centre Infrastructure Management (able to allocate racks efficiently – plan and relocation experience – power usage optimisation);
- ITIL Foundation V4 certified, and possess Data Centre Certifications such as CDCP and CDCS preferred;
- At least five (5) years’ experience using ticketing and reporting tools: REMEDY, ServiceNow, Magic, JIRA etc;
- At least three (3) years solid knowledge in handling Backup/Restore implementation and integration using backup media via EMC Networker and storage arrays such as Netapp in a regional (APAC) setup;
- Expert level in managing firewall applications such as TUFIN, Nexus, Firepower etc;
- At least four (4) years solid experience and proficient supporting DCIM system; Struxureware Data Center Expert (DCE) Struxureware Data Center Operations (DCO) and IT Advisor (ITA) in support of new data center deployment, retrofits and smaller scale DC/ IT rooms;
- Expert knowledge in handling and perform integration of smart PDU, environmental sensors (Temp & RH), fire suppression, cooling system on rack level for sizable DC implementations;
- At least two (2) years’ experience in deployment of Windows and Linux environment both virtual and on-prem using VRA or other automation tools such as Ansible;
- Proven record for inclination & passionate to automate routine tasks to drive operational efficiency;
- Familiar with ISO 9001, and ISO 27001, ANSI/TIA-942 Standard will be an advantage.
