Your mission
- Managing the service team that is responsible for monitoring the critical data centre infrastructure and network, analyzing problems, perform troubleshooting and incident response on the system, liaising with site technicians and track problems through to resolution in a timely way.
- Managing and maintaining all data centre monitoring systems, including, but not limited to the data centre’s specialized Building Management System (BMS) at all times.
- Managing and escalating faults as per Raxio’s Standard Operating Procedures (SOPs) and escalation matrix.
- Monitoring automated systems, generating, and responding to incidents from the moment they're captured through to their resolution in the shortest time possible.
- Collaborating with other functions, such as the data centre site manager, data hall engineers and sales team to ensure timely resolution of escalated faults.
- Collaborating customer implementation activities with the sales department.
- Maintaining the compliance of the data centre’s equipment schedule.
- Implementing the compliance of all technical documentation i.e., SOPs, Policy, and procedures.
- Conducting change manager and problem manager and implementation, coordination of ITIL principles and championing the client onboarding process in the shortest possible time.
- Managing a 24x7 call-out rotating schedule always.
- Providing technical guidance for directing and monitoring of data centre systems operations at all times.
- Planning, organizing, and directing the Network Operations team to ensure the stable operation of the data centre infrastructure at all times.
- Managing and setting priorities for the Network Operations team 24x7.
- Operating and implementing the ITIL policy and processes at all times.
- Assisting in pre-sales activities, and the sales team on product demonstrations and aiding in scoping project or development of proposals when required.
- Aiding in the contract negotiations by working directly with the client to ensure both parties agree to reasonable terms when it comes to project deadlines and services provided throughout the entire onboarding process.
- Assessing the client’s exact needs at the start of a new project and developing a plan to meet those needs by participating in many meetings with the client’s department heads and other stakeholders throughout the entire onboarding process.
- Managing a team of implementation specialists and partners or vendors, who move the client kit ensuring all teams are aligned on the task and deadlines are met.
- Managing any conflict that arises between internal teams and the client ensuring the problem is solved in a timely way before the quality of the project is compromised.
- Reporting frequently to key stakeholders on the project’s overall progress by discussing any problems the teams come across with the client and vice versa.
- Contributing to the building of strong and lasting relationships with clients by managing a portfolio of complex accounts and serving as the point of contact for these accounts and assisting clients with ongoing projects by helping them address any issues and problems when required.
- Managing the entire technical customer journey and anticipating customer needs beyond any one transaction and conducting customer satisfaction surveys and making recommendations on how to make client experience better.