Job Summary
You will manage 24x7 data center (DC) operations by responding to incidents, coordinating maintenance, and supporting customer requests to ensure continuous and reliable DC infrastructure performance.
Responsibilities
- Respond to and manage incidents promptly, escalating to 2nd/3rd level support based on incident criticality, impact, and SLA requirements
- Lead Business Continuity Planning (BCP) exercises and act as the first-level incident responder
- Fulfill customer requests and manage systems such as the Electronic Visitation Management System
- Provide remote hands support including media management, visual inspection, device reboot, staging room tasks, physical connection/disconnection of HDDs, network cable testing, and insertion of fire SFPs
- Manage equipment movement, asset tagging, labeling, and tracking to maintain accurate inventory
- Perform shift duties to support continuous 24x7 DC operations
- Monitor all data center facilities infrastructure events to ensure normal operation of systems such as UPS, power, temperature control, humidity, and water detection sensors
- Ensure proper functioning of DC supporting infrastructure including Environment Monitoring System (EMS), Access Control Systems, and Electronic Visitation Management System
- Update and maintain DC-related documentation and generate reports as needed
- Coordinate with stakeholders and vendors to resolve technical issues and provide timely customer support
- Ensure compliance with standard operating procedures (SOP), method of procedures (MOP), emergency response procedures (ERP), and formal change control processes
- Coordinate maintenance and shutdown activities for electrical and mechanical systems with vendors
- Manage incident closure processes including Root Cause Analysis and raise necessary change requests or customer notifications for service maintenance
- Liaise with internal and external customers to ensure contractual service level agreements are met
- Perform access clearance duties and participate in projects as required
Required competencies and certifications
- Diploma in Electrical & Electronics, Computer & Communications Engineering, Information & Digital Technologies, or equivalent technical education (e.g., ITE) with at least 5 years of relevant experience managing 24x7 DC operations
- General technical and functional knowledge of data center infrastructure including electrical and mechanical systems, fire detection and protection systems, building management systems, equipment maintenance, space planning, and construction of critical facilities environment
Preferred competencies and qualifications
- Strong communication skills to convey information clearly in both verbal and written forms
- Ability to manage and work effectively within a team as well as independently
- Capability to multitask and maintain performance under pressure
- Well-organized with the ability to reschedule priorities as circumstances change
- Analytical skills with effective problem-solving abilities
- Positive attitude and proactive approach to work
