Data Centre Service Analyst

MainOne

Software & Data

IT & Telecoms NGN Confidential
New
2 weeks ago

Job Summary

The Data Center Service Analyst will assume ownership of the Data Centre space and liaise with the Data Centre Service Coordinator and Service Delivery Manager to ensure a consistent customer experience.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:5 years

Job Description/Requirements

Responsibilities:

  • Work with the Service Coordination team and liaise with Technical Sales, DC Product specialists and the DC operations team to ensure that the right technical solutions are designed for the customer. 
  • Builds and sustains effective communications with all stakeholders and cross-functional teams to maximize the customer experience
  • Proactively identifies potential issues and drives solutions to avoid customer impact and facilitate continuous improvements.
  • Plan, coordinate and execute of Change Records (CR) as it relates to Data Centre Space, power and cooling management
  • Coordination of all work carried out in the data centre collo space
  • Provide Technical Support services including Data Centre operations, equipment maintenance and service provisioning
  • Provide training workshops to new or junior team member
  • Responsible for ensuring compliance with defined capacity thresholds
  • Recordkeeping and archiving of colocation activities undertaken, for internal review/training and audit purposes.
  • Implementing remote hands services within the agreed SLA and according to the SOW.
  • Manage the entire cycle of the customer onboarding process (from feasibility studies to sign-off) and ensure that detailed and realistic project implementation plans are developed for the customer onboarding.
  • Review collo reports to note trends, and projections so as to propose operational improvements where and when necessary


Requirements:

  • Bachelor's Degree in Computer Sciences, Information Management, or related engineering field is preferred
  • Minimum of 5 years experience in the data centre or IT Facility operations
  • Excellent verbal and written communications skills
  • Basic understanding of Data Centre facilities such as UPS, HVAC, BMS, DCiM, Access control, and surveillance systems. 
  • Able to use Microsoft Visio for building and rack layout drawings.
  • Must have basic understanding of ISMS and QMS Audit requirements and practices.
  • Have a basic understanding of the ITIL framework
  • Experience with system support and maintenance
  • Previous experience in a customer-facing/Enterprise support role handling customer queries/issues
  • Good presentation skills and problem-solving skills
  • Regular interaction with customers or other stakeholders.
  • Ability and willingness to work extra hours when required.
  • Will be required to travel to various customer locations to carry out data centre audit/site surveys of prospective customer infrastructure.
  • Be required to develop and prepare reports for internal and external customers
  • Be able to complete customer Collo requests/questionnaires within tight deadlines.

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