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Job Description
- Execute all aspects of data center operations including the maintenance and repair of critical IT/R&D equipment to
- ensure maximum up-time of supported services
- Manage local data center operations team and ensure timely execution of services such as remote hands, customer
- installations, and service requests
- Plan, organize and coordinate ongoing data center deployments and modifications to meet current and future timelines/demands
- Manage the technical staff that supports the majority of break/fix incidences from various business units
- Schedule on-site and on-call staff to support day-to-day operations and coverage
- Responsible for documenting and controlling inventory accuracy and configuration information for deployed solutions
- Collaborate with various teams to provide a consistent high-level of customer service
- Provide weekly ticket management reports that include SLA results, aging tickets, etc.
- Participate in incident response to resolve escalated service issues
- Research and develop process improvements to drive improve customer support/experience
- Work with other teams to reduce deployment schedules, and assure deployment details are accurate
- Continuously review power distribution and schedule/complete modifications for power balancing at the systems level
Job Requirements
- Bachelors in Computer Science or related field experience
- 10+ years’ experience working in a data center environment and at least 2 years in IT management.
- Deep understanding of structured cabling systems, networking and connectivity standards, and hardware installation requirements
- History of supporting servers, storage and networking in a DC environment
- Experience supporting research and development teams
- Excellent verbal and written communication skills
- Knowledge of industry data center standards, policies & methodologies
- Passion for customer success and experience interacting with customers
- Experience providing detailed reports related to incidence tickets and SLA’s
- Travel 10% of time to support other locations if needed
- Ability to work flexible working hours to accommodate global customer needs and meetings.
