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DC Service Operations Engineer

1 month ago

Singapore NTT GLOBAL DATA CENTERS HOLDING ASIA PTE. LTD. Full time
Roles & Responsibilities

DC Service Operations Engineer is responsible for providing consistent, seamless and uninterruptible. Collaborate with the Data Center Management and staff to ensure the operation service support meets and exceeds customer expectations for short and long-term program direction. This includes DC proactive engineering and facilities management practices for maintenance, vendor relations/management, incident and problem management, capacity forecasting, monitoring and reporting.


Act as the Primary focal point for DC Service Operations in support of customer’s operational environment on a medium to large contract. Lead DC Ops team according to defined scope of services, statements of works. Demonstrate strong / effective, resourceful and experience in providing operational support to Co-location customer. Ensures continuous and effective services are provided based on the contract terms and conditions. Implement customer satisfaction programs to ensure services are on a continuous improvement plan to reduce cycle time, defect elimination, and improved time to delivery. Ensures service delivery to achieve customer’s satisfaction, contract costs, and service level agreements is met.


Core Duties and Responsibilities

Scope of Work:

  • Handle daily Service Operation work like Cross connect and Remote Hand support and reporting from Data center.
  • Provide Co-location delivery support for customer DC projects
  • Handle site Customer visit, coordinate vendor’s installation, and cabinet placement in the Data Center
  • Provide an efficient and effective fault resolution service and second line Data Centre support service to the company escalating upward, when appropriate, to ensure management and resolution of all faults in the Data Centre environment
  • Good leadership leading the outsource operations team managing DC service operations.
  • Demonstrates continuous effort to improve operations, reduce turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
  • Effectively track and ensure timely issue resolution
  • Communicate effectively with all levels of customers, including senior management
  • Timely and efficient management reporting on the status of performance metrics and outages, providing recommendations for improvement, as needed
  • Establish and grow collaboration relationships with peers and other division group
  • Maintain outsource vendor Operational Service Level metrics which include Service quality,
  • Timeliness, Resources, and Customer satisfaction


Knowledge, Skills and Attributes:

  • Minimum Diploma/ Degree in related discipline and with minimum 2-4 years of relevant experience.
  • In-depth understanding of Data Center mission critical Operations and Environment management.
  • Have enthusiasm and energy to continuously look for new initiatives and ways to improve operations' efficiencies and services to customers.
  • Strong analytical skill for troubleshooting of faults reported by customers.
  • Ability to work independently and as a team player in a fast-paced environment.

Tell employers what skills you have

Forecasting
Leadership
Troubleshooting
Customer Experience
Ability To Work Independently
Data Center
Service Level
Environment Management
FOCAL
Problem Management
Customer Satisfaction
Team Player
Customer Service
Linux
Service Delivery
Facilities Management