SERVICE DELIVERY & TAC SPECIALIST (DATA CENTRE) [Job Code 190610SM]

Responsibilities:

  • Able to perform rotating 12 hours shift work to support and provide 24×7 onsite technical support and monitoring activities as per roster
  • Provide support for 24×7 Data Centre services delivery operations covering remote/smart-hands activities, maintenance of Company’s IT/network infrastructures at the site and support/respond to all customers service requests
  • Execute and ensure full adherence to all defined DC procedures and processes
  • Support/coordinate all DC events, incident and change management activities with the Critical Infra team
  • Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management
  • Customers’ interface (Post-sales) for all operations matter
  • Ensuring fulfillment of all customers’ requirements in accordance to Service Level
  • Service management, change management, measuring, tracking and reporting on customer satisfaction
  • Provide quality service and support to all Company’s customers
  • Manage customers’ perceptions and ensure good customers’ experiences at all times
  • Be an escalation point for all customers’ issue and request
  • Central point of contact for all customers and vendor relationships
  • Emergency escalation point for major issues, including after-hours and weekend on call rotation
  • Provide support in accordance to committed Service Levels and Deliverables as per MSA commitments
  • Coordinate all Project management of customer fit-outs/provisioning till hand-over
  • Liaison/coordinate of all Network/Telco deployments for Internal and Customers
  • Liaison/coordinate all physical access and deliveries on-site with customer
  • Comply to operational procedures, processes and look for opportunities in process and procedural improvement
  • Direct and coordinate the activities of contracted personnel or third parties who are providing services or performing work within the assigned properly
  • Work closely with the Critical Infrastructure (CI) team to oversee scheduling of preventive maintenance, contracted maintenance, and general maintenance with minimum disruption of building services
  • Work closely with the CI team to manage capacity planning for the building services such as space, power, cooling and the various base building soft servies and tenant needs
  • Support CI team on capacity management
  • Attend stipulated training, and personnel development program
  • Support and attain all datacenter related certification and ensure compliance at all times
  • Support customer audit request and support customer RFP/RFQ requests
  • Knows about cooper/fiber deployment and willing to know how to use tester to perform cabling troubleshooting
  • Carry out any other duties as and when assigned by management

Requirements:

Must Have:

  • 3 years of working experience in supporting operations of a 24×7 Data Centre delivery and NOC
  • Familiar with certifications standards such as LEED Gold, BCA-IDA Green Mark Platinum, Uptime Institute Tier III, MAS TVRA, ISO 20000, ISO 27001, SS507, SS564, ISO 22301 BCM, etc
  • Broad knowledge in cloud technology, network, DC facilities, systems, applications and related IT systems will be advantageous
  • ITIL/CCNA/CDCP/CDCS or equivalent certifications will be advantageous
  • Project management and service delivery management experience
  • Bilingual in English and Chinese to communicate with mandarin speaking clients

Good To Have:

  • Working experience managing the operations of 24×7 Data Centre delivery and TAC team
  • Broad knowledge and experience regarding structured cabling
  • Possess IT and Data Center related certifications, such as ITIL, CCNA, CCNP, CDCP, CDCS, CDCE, CDCMP, DCS in Operations, etc
  • Knowledge in Data Centre facilities related systems such as PDUs, UPS, DC Rectifier, Generator, CRAUs, Chiller, DX cooling, fire protections, raised floor systems, cooling and hot containment, etc
 
EA Licence No: 22C1055
EA Personnel Registration No: R1108178