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