Data Centre Change Manager

1 week ago

Singapore JONES LANG LASALLE PROPERTY CONSULTANTS PTE LTD Full time
Roles & Responsibilities

Position Overview and Objectives:

The Change Manager is a key member for our onsite managed services for DC operations.

  • Support Service Management & related processes (e.g. Service Request, Incident, Change). By creating, updating, and closing associated tickets.
  • Review work order to determine how much support was provided, what the client issue was, and time spent by the DC Ops team.
  • Provide swift break-fix support and resolution.
  • Communicate with the client for an in-depth analysis of the problem before providing a solution.
  • Quickly determine if issues require communication up to Level 3 Support for SME Support.
  • Ensure and establish good working relationships with clients and vendors.
  • Maintain high quality service standards across the team.

Requirements:

  • Degree in Engineering or equivalent from a recognised university.
  • At least 5 years of working experience.
  • Proven experience in Change Management in DC facilities.
  • Able to work independently and possess good interpersonal skills.
  • Good communication skills both verbal and written.
  • Pro-active, independent, able to work with minimal supervision and perform under pressure.
  • Service oriented mindset.
  • Strong understanding in M&E as well as good understanding in IT Network topology and IT equipment.
  • Possess high level of initiative and integrity.
  • Possess strong leadership, quality, good planning and organising ability.
  • Has a good safety mindset and displays good HSE behaviours.
  • Directs quality of work efforts, team assignment and problem resolution.
  • Provide troubleshooting, configuration, database support, and repair for server, network infrastructure, Data Centre emails, file shares, and other infrastructure issues.
  • Possess ability to deploy dynamic solutions to new problems.
  • Escalate issues requiring changes to products and pass down the solutions to Tiers 1, 2 and 3 support.
  • Play a lead role in managing the execution of the Power Maintenance Events.
  • Participates in budget and financial management activities with direct responsibility for annual budgets, capital, and expense.
  • Creates, reviews, and manages budgets, participates in re-forecasting initiatives, and develops monthly reports to show actual spend, projected spend, and analysis of variances.
  • Develops and nurtures strong relationships with customers and identifies opportunities to provide them with additional commercial capabilities.
  • Maintains external vendor relationships and partners with internal sourcing team to develop contracts and agreements.
  • Train and provide oversight to improve service levels.
  • Manage projects – Build Centre Solution tools, space planning, power requirements, cabling requirements.
  • Work with vendors, order cables and related supplies.
  • Participates in data centre provisioning forums and reviews industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centres.
  • Fosters a culture of customer-focused behaviours and continuous operational improvement.
  • Partners with Critical Environment team to deliver agreed power maintenance events.
  • Manages disaster recovery and business continuity plans for assigned data centres.
  • Supports delivery of data centre optimization and closure programs.

Responsibilities to include:

  • Be the single point of contact between the operations team and our client for all service issues.
  • Monitors and tracks all incidents and request management till closure.
  • Responsible for quality of service and delivery of all agreed SLA.
  • Preparation and presentation of regular service reports.
  • Provision a timely response to client escalations.

Qualifications:

  • Oversees delivery and operation of IT infrastructure (hardware and cabling) to documented strategy and standards, service catalogue, industry specifications (i.e., ISO9001 and ISO27001), schedule, quality, and customer expectations.
  • Allocates job tasks to staff.
  • Lead the partnership with the Critical Environment team to plan and execute agreed power maintenance events.
  • Manage data centre provisioning forums and review industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centres.
  • Promotes a culture of customer-focused behaviours and continuous operational improvement.
  • Perform additional job duties as required.

Knowledge and Experience

  • 3-5 years Data Centre Management experience.
  • History of managing change control in Data Centre environment.
  • Expert knowledge of PC and Server Hardware as well as networking.
  • Expert understanding of Data Centre Power schemes.
  • Expert verbal and written communication skills.

Tell employers what skills you have

Vendor Relationships
Managed Services
Troubleshooting
Hardware
Change Management
Service Management
Annual Budgets
Customerfocused
Good Communication Skills
Space Planning
Change Control
Cabling
Disaster Recovery
Work Order

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