Job Summary
Manages a team of Specialists to ensure the smooth 24x7 operations of the in-country data centre. Maintains 100% availability for the DC facility with compliance to all SLAs, Audit requirements and ensuring great customer experience at all times while also taking guidance and complying to STT GDC Group DCO policies and standards.
Key Duties and Responsibilities
- Leads and supervises a team of 24x7 specialists, including managing their training needs, planning of duty roster, reviewing of timesheets.
- Oversees building systems, critical facilities equipment that are associated with the data centre environment.
- Understands the design and operations of each building system to obtain cost and operations efficiency of all building systems.
- Plans and supervises all operations, maintenance programs for the critical facilities environment.
- Supports DC Manager and acts as Level 2 escalation point for all onsite operational incidents and ensure all remote requests are performed within SLA.
- Reviews, validates and schedules all requests on the internal Web Portal ticketing system such as user requests, change, incidents, provisioning, etc.
- Contractors and vendors management by validating of Method of procedure, Permit-To-Work documents, risk assessments and compliance to safety procedures, etc.
- Oversees all preventive and reactive maintenance activities with little to no disruption to company's services.
- Performs root cause analysis on outages serviced by the technical team and acts as 2nd technical SME for Building Engineers, Property Management, etc.
- Provides feedback on vendors during the contract review process on their competency of meeting targets and problem solving.
- Leads audit support to external and internal stakeholders, improves SOPs, EOPs and processes and ensures adherence to the changes.
- Management of internal access card, CCTV and visitor systems, as well as assets inventory, etc.
- Any other duties or project as assigned by the Management.
Requirements
- Bachelor's degree or Diploma in related Engineering courses.
- Certified practitioner of ITIL, CCNA, CCNP, CDCP or equivalent.
- Possess a valid B0 Chargeman (11kV) certification.
- At least 3 years of working experience in 24x7 operations environment, as well as leading a team of specialists/engineers.
- Good knowledge in M&E, Network CI, DC facilities related systems, etc.
- Willing to lead and support major data centre activities during non-office hours.
- Good knowledge about local codes and mandatory facility certifications (fire codes, lift licensing, etc.).
- Possess relevant facilities management and/or data centre related certifications, such as ITIL, CDCP, CDCS, etc.
- Familiar with certifications standards, such as LEED Gold, ISO 20000 / 22301 / 27001, Uptime Institute Tier III, etc.
- A good team player and able to strive in a stressful and fast paced environment.
- Proficient in English and Bahasa Malaysia.
- Proficient in MS Office – Outlook, Excel, Word & PowerPoint.
