Job Description

• Direct Line: Manager Operations

Activities 

• Execute surveillance, performance monitoring, technical maintenance, repairs, physical customer implementation processes and customer service support.
• Plan, monitor and coordinate all local customer support activities and report on progress. (Coordinate and execute the customer implementation process & perform day to day client management activities)
• Co-ordinate and execute maintenance (and security, cleaning) and installation activities.

Specific Responsibilities

• Execute surveillance, performance monitoring, maintenance and repairs of buildings and equipment
  • Executes day-to-day surveillance of building and equipment and reports all building and customer defects.
  • Monitors performance of equipment and installations and co-provides input on power usage and capacity planning. Provides data for input into reports, such as electric meter data.
  • Provides data for input into reports, such as electric meter data.
  • Supports in the maintenance and repairs on buildings and equipment in accordance with change requests, Service Level Agreements (SLAs) and Measure of Performance (MOP).
  • Co-directs repairs and maintenance executed by external employees and documents the performed activities in accordance with change requests, SLAs, and MOP.
  • Responds to alarms and handles or escalates alarms according to guidelines.
  • Provides practical direction for external security employees.
  • Participates in inventory control of supplies
  • Makes suggestions for improving the quality and effectiveness of the data centre
  • Participates in the full continuous (24x7) call-out team and/or shifts

Result: Surveillance, maintenance and repairs of building and equipment are performed in accordance with quality standards and agreed SLAs, adhering to all rules and regulations regarding Health & Safety.

• Execute Customer Implementation process 
  • Acts as a first point of contact for customer deliveries and removals, prepares and plans operational activities and informs the local security team
  • Provides CIM team with technical support and acts as first point of contact for CIM questions both internally and externally prior to escalation to CIM

Result: Customers are implemented in accordance with the customer implementation plan, quality standards and agreed SLAs, adhering to all rules and regulations regarding Health & Safety

• Provide customer service support 
  • Carry out performance-tuning operations on data centre systems to ensure high level of power availability, and security.
  • Support Sales team in pre-sales technical support

Result: Customer interventions and value- added services are performed in accordance with quality standards and agreed SLA’s, adhering t o all rules and regulations regarding Health & Safety.

• Perform day to day client management activities
  • ​Ensure that the data centre is maintained and operational 24/7 by providing daily audits and reporting about the performance level of services
  • Support the Data Centre Manager to maintain all data centre standards, procedures, health and safety, and day to day infrastructure performance issues

Result: Day to day client management activities (including terminations) of clients are performed in accordance with internal guidelines policies and procedures and customer requirements. 

Required Skills or Experience

Key performance indicators 

• Quantity, quality, efficiency, and effectiveness of executed technical maintenance, repair, customer implementation processes and customer support activities.
• Uptime, PUE.
• Quality, efficiency, and effectiveness of CIM activities