2021 / 11 / 23 Reference Number DCMJB4 Description The role is required to oversee equipment maintenance, inventory, customer service, contractor management and employee management.
Your versatility will be your greatest asset as you deliver mission-critical support and empower our clients to harness the full power of Teraco offerings.
Requirements Main functions of the job Responsible for equipment maintenance tasks such as managing and installing custom upgrades for clients, replacing cables, components and accessories Conduct working methods to ensure zero capacity incidents, and to maintain agreed PUE levels Ensure that records, drawings and schematics of the data centre environment / s are maintained Evaluate the best practices for design and maintenance Supervise a team of technicians to ensure smooth operation of the facility Manage working methods to ensure that all SLA and MSA’s are achieved Ensure that planned and corrective maintenance is carried out according to predefined standards and schedules Share knowledge and best practices across all Data Centres by building close relationship with other DC Managers and peers Expected to improve current processes, and introduce automation with aim towards simplification Manages escalated support cases and leads appropriate internal technical resources and / or 3rd party vendors to resolution Management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.
999% electrical uptime and 99.99% mechanical uptime. This includes capacity management of assets under safe operating design parameters.
Scheduling of employee shifts, standby and after hour rosters Ensuring compliance with internal policies and regulations Change and incident management Ensure adherence to all established guidelines and management practices for employees Occupational Health and Safety responsibilities Reporting accurately, as per agreed format, quality and timelines Outstanding organizational skills, ability to prioritize effectively, and experience with technical project management Client Satisfaction Ensure client satisfaction by providing an optimal level of customer service, in line with company objectives Client support responsibilities can include, but is not limited to, client relations, responding to client inquiries and coordinating with other organizations Meeting of defined client survey and reporting targets Ability to understand client urgency and sensitivity of problem / incident / request Behavior Adopt a mindset of continuous improvement Lead by example Be on the lookout for constant process improvements Growing our people Delivering to our shareholders Respecting each other Embracing diversity Upholding the highest levels of integrity Serving our clients Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic Ability to work productively in cross-functional teams or resourcefully and independently as an individual Focused on continued learning and self-development General Open to provide after-hours support as needed for significant issues Excellent verbal and written communication skills Qualifications and Experience Electrical and / or mechanical qualification preferable +5 years’ experience, managing teams, including line management, appraisals, performance reviews, hiring new team members, participating in disciplinary matters, financial management, etc.
Extensive knowledge on Data Centre environments and critical infrastructure systems e.g. Cabling, Cooling, Power Experience of Data Centre KPIs (incident ticket related matters, time to solve tickets, physical security, infrastructure metrics, staff, safety, overall operations)