Data Centre Service Delivery and Assurance Engineer

Responsibilities: Responsible for 24 x 7 data centre service delivery operations covering remote/smart-hands activities, maintenance of IT/network infrastructures at the site, with offsite service delivery. Execute and ensure full adherence to all defined data centre procedures and processes by the team. Ensure all data centre events, incidents and change management activities with the critical infrastructure team. Deliver ISO27001 compliance process conformance for incidents, problems and change management. Customers’ management interface (post-sales) for all operational matters. Ensure future service requirements are identified and understood in service level. Ensure service levels and deliverables as per MSA commitments. Service management, change management, measuring, tracking and reporting on customer satisfaction. Enforce quality service delivery to all customers. Manage customers’ perceptions and ensure good customers’ experiences at all times. Central point of contact for customers and vendor relationships. Emergency escalation point for major issues, including after-hours and weekend on call rotation. Management SLAs reporting for compliance. Customer monthly service reporting and chair operations meeting with customers as requested. Liaison/coordination of all network/telco deployments for internal and customers. Liaison/coordination of all physical access and deliveries on-site with customer. Derive new or review operational procedures, processes and look for opportunities in process and procedural improvements. Manage outage calls; oversee a technical group during an outage; and perform root cause analysis. Ensure vendors meet the metric targets for problem resolutions and addressing issues. Assist in quality assessments by supporting quality rating measures on service delivery practices. Manage, direct, and coordinate the activities of contracted personnel or third parties who are providing services or performing work within the assigned property. Work closely with the critical infrastructure team to oversee scheduling of preventive maintenance, contracted maintenance, and general maintenance with minimum disruption of building services. Work closely with the critical infrastructure team to manage capacity planning for building services, such as space, power, cooling and the various base building soft services and tenant needs. Oversee the management of third party vendors (non-facility management). Run weekly incident/change management reviews for the management team. Support critical infrastructure team on capacity management. Support customer’s audit requests and RFP/RFQ requests. 24x7 standby. Carry out any other duties as and when assigned by the management. #J-18808-Ljbffr