Duties and Responsibilities

Operations and Compliance

• Adheres to and upholds company safety policies, operational efficiency, and core values.
• Provide technical customer service support and perform operational technical interventions for Customers.
• Assist in the implementation of technical projects and support activities, including setup, commissioning, decommissioning and documentation of equipment.
• Ensure compliance with company policies and regulations, including executing customer request reporting and administration.
• Document and analyze progress, issues, and outcomes, driving continuous improvement initiatives.
• Assist in designing Customer design pack for deployment and Liase with Facility Manager and Facility Supervisor on Capacity Planning of the Data Center.
• Monitoring and day-to-day infrastructure surveillance and inspections via regular site walks and monitoring the building management system.
• Monitor Data Centre Power consumption and Customer Power consumption.
• Perform Tool Audits and power audits and update the Facility Manager
• Continuously update the Patch Manager
• Act as a first point of contact for ESC for technical requestsand Customer escalation in line with the escalation matrix.
• Act as first line of response on alarms and handle or escalate alarms according to guidelines.
• Participate in the full continuous (24×7) call-out team
• Ensure all work is carried out in compliance with relevant policies and regulations including conducting risk assessments when necessary.

Maintenance

• Assist in executing maintenance and repairs of buildings and equipment such as Generators and UPS as planned by the Facility Manager and documenting the results.
• Document all maintenance and repairs made on buildings and equipment in a timely fashion.
• Monitor and supervise repairs and maintenance executed by Contractors and sub-contractors and document the results
• Monitor equipment and installations to ensure adherence to technical and safety standards

Customer Support and Technical Interventions

• Provides technical customer service support and carries out operational technical interventions requested by clients.
• Handles Customer requests according to instructions from CIM and the Facility Manager which include:
• Customer equipment migration through labeling, installations, documentation, and testing
• Emergency troubleshooting and maintenance of customer infrastructure and shows leadership (reboot, reset, handle connectivity issues) as per hands and eye requests.
• Special maintenance requests (e.g. simple repairs, equipment exchange, technical measurements)
• Ensure proper shift handover on work progress

Customer Implementation Services

• Oversee the migrations and implementation activities in accordance to the CIM procedures.
• Responsible for the set-up and decommissioning of Cross Connects through cabling, installation, documentation and testing according to the decommissioning procedure
• Supervise installation of Customer Equipment in the data center by the Customers and keep a complete record of the process and results

Health and Safety

• Adhere and uphold all health and safety practices
• Conduct Health and Safety Inductions on Contractors and Customers
• Report all Site HSE incidences and near misses and follow the escalation matrix
• Oversee Contractor services ensuring they meet the HSE standards

Additional Responsibilities

• Take on other special projects/assignments as directed by Facility Manager.
• Be an active participant and make observations & suggestions towards the improvement of the data center effectiveness and efficiency.
• Any other tasks assigned by the Facility Manager or Supervisor in-charge

Hard Skills:

• Bachelor’s in Electrical and Electronics Engineering, Mechanical or Mechatronics Engineering or related Engineering fields.
• Minimum 0-3 years of experience in Telecommunications or electromechanical environment or general experience in the Engineering Industry.
• Strong troubleshooting skills and RCA (Root Cause Analysis) capability
• Skilled in Microsoft office and Service Management applications (e.g. Excel)
• Understanding of Engineering or electromechanical environments.
• Familiarity with network infrastructure and measurement tools.
• Communication skills including customer communication and handling customer requests / Complaints