Data Center IT Proximity Service

Overall Role

To achieve excellence in Whitespace management programs incorporating industry best practice, innovative techniques and statutory and contractual compliance. Oversee the management and control of all whitespace systems and technology and to co-ordinate remedial action with the Engineering Team in the event of Business Critical failures. Ensure that all staff and vendors employed within the clients facilities strictly adhere to client and JLL’s policies and procedures. Act as point of escalation for critical failures to assist the technical team to make safe, identify, analyse, rectify and report improvements. Reports to the Service Delivery Manager.

Major Responsibilities

• Provide troubleshooting, configuration, database support, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
• Server as an escalation point from the L1 and L2 technicians when they have exhausted their expertise.
• Possess the ability to deploy dynamic solutions to new problems.
• Possess skills that determine the root cause of problems by looking into code and designs.
• Perform remote hands support (e.g., power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fiber cables, handling storage media, and enter troubleshooting commands).
• Escalate issues requiring changes to products and pass down the solutions to Tier 1 and 2 support.
• Manages 24x7 Proximity Services operations for assigned data centers, delivering standardized services including physical access, remote hands, hardware inventory management, installation and cabling, and data center operations site management.
• Leads performance and development of team comprised of up to 4 direct reports, including recruiting, development, retention, performance reviews, recommending candidates for promotion, and managing performance improvement plans.
• Coordinates 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.
• 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 Center Solution tools, space planning, power requirements, cabling requirements. Work with CSE staff, order cables and related supplies.
• Participates in data center provisioning forums and reviews industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centers.
• 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 centers.
• Supports delivery of data center optimization and closure programs.

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.
• Leads team in managing 24x7 Proximity Services operations for assigned data centers, delivering standardized services including physical access, remote hands, hardware inventory management, installation and cabling, and data center operations site management.
• Responsible for developing and nurturing a strong relationship with other technology organizations and identifying opportunities to provide additional service capabilities.
• Manages team’s performance and development comprised of up to 8 direct reports and the recruiting, development, retention, performance reviews, recommending candidates for promotion, and managing performance improvement plans.
• Lead the partnership with the Critical Environment team to plan and execute agreed power maintenance events.
• Manage data center provisioning forums and review industry standards for whitespace planning to improve time to market, quality, consistency, and accuracy across assigned data centers.
• Promotes a culture of customer-focused behaviours and continuous operational improvement
• Perform additional job duties as required.

Ideal Experience

• 3-5 years Data Center Management experience.
• History of managing Data Center Technicians.
• Extensive knowledge of Microsoft server products.
• Expert knowledge of PC and Server Hardware as well as networking.
• Expert understanding of Data Center Power schemes.
• Expert verbal and written communication skills.