ICT Service Delivery Shift Technician

CBRE Group, Inc.; Greater London; On-site; GBP 36,000 - 52,000; Full time

Job summary

CBRE Group, Inc. is seeking an ICT Service Delivery Shift Technician in London to join a 24/7 data centre operations team.

The role requires covering a day/night continental shift pattern and ensuring timely delivery of customer requests within the Data Centre Solutions (DCS) function. The successful candidate will liaise with the DCS Shift Leader and Infrastructure Manager, maintain high standards for safety and cleanliness, and monitor alarms and site tools to support continuous operations.

Qualifications

• Experience in 24/7 data centre operations or similar shift-based environments.
• Ability to monitor alarms and respond to incidents promptly.
• Familiarity with data centre infrastructure and rack/cable management.
• Strong communication and customer-facing skills.

Responsibilities

• Adhere to standards for data centre rooms and infrastructure.
• Liaise with customer and CBRE DCS leadership to ensure timely service delivery.
• Monitor alarms and escalate issues to Shift Leader or Infrastructure Manager as needed.
• Ensure health, safety and site duties are performed per procedures and KPI/SLA targets.
• Coordinate service requests via Service Now and ensure proper documentation.

Tools

Service Now

Hawki

Netcool

SCADA

BMS

VESDA

Fireworks

Job description

COMPANY PROFILE

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally, we employ over 70,000 employees and operate in 48 countries.

Job Title

ICT Service Delivery Shift Technician

Working schedule

Day/Night Continental Shift Pattern

Business Sector

Data Centre Solutions - Critical Environments

Location

London, UK

Purpose of Job

To control and implement deliverables against all allocated Customer Specific Service Level/KPI Agreements. To make a direct contribution to the development and successful operation of the Managed Services function, working with colleagues to develop and implement departmental strategy, objectives and improvement processes.

The operational requirements for customer sites are to be a member of the team covering 24 hours a day 365 days per year on a shift Rota basis and to be available to cover shift members where possible.

The DCS Shift Technician is responsible for liaising with the DCS Shift Leader to ensure delivery of the requests is within the timescales expected.

It is always his/her responsibility to liaise closely with their customer and promote a positive image of the company

Key Responsibilities

• Adhere to the rules and regulations as documented in the standards concerning Buildings and Communications rooms.


• Make sure all work completed is carried out to the standard expected by the client.


• Liaise closely with the customer and promote a positive image of the company at all times.


• Ensure that the shift leader or the CBRE DCS Infrastructure Manager is made aware of any issues within their team that may affect the ability to deliver the service against the agreed Service Level Agreements.


• Escalate any issues or concerns relating to the Data Halls or work on site to the Shift Leader or CBRE DCS Infrastructure Manager in a timely fashion.


• Ensure that your Shift Leader/Shift Manager and DCS Infrastructure Manager are made aware of any absence or lateness as per company procedure.


• Make sure all health and safety requirements are met and that any concerns or incidents are escalated to the DCS Shift Leader, document any accidents that occur.


• Ensure that the correct uniform is always worn and if additional items are required then notify the DCS SDM or Contract support team.


• Make sure that annual leave is requested within the correct timeframes and as per company procedure.


• Make sure your time sheets are completed and signed by no later than 9am every Friday and are made available for the contract support team, any overtime must be submitted via the relevant form and made available at the same time.


• Ensure that emails and job queues are checked on a regular basis and actioned where necessary and completed within timeframes.


• Ensure your toolbox talks are completed on a monthly basis


• Ensure TCM’s and e-permits are in place and have relevant approval prior to carrying out the associated task, notify Shift Leader if any discrepancies arise.


• Keep the workshop area and all relevant storerooms clean and tidy and ensure that the relevant stock spreadsheets are up to date.


• Ensure that you’re DCS Shift Leader or space planning team are advised of any hardware discrepancies you find within the data racks.


• Assist the DCS Shift Leader by surveying all Service Now requests upon receipt and ensure that sufficient infrastructure/cable management and cab specification installed are correct, notify the DCS Shift Leader should any issues be found.


• Assist with monitoring site specific workflows such as Service Now and ITA


• Ensure that the DCS Shift Leader and/or requesters are informed of installation delays etc.


• Monitor all site-specific tools associated to the Campus.


• Monitor site specific tools/programs such as e-permit/TCM/SCADA/BMS/VESDA/Fireworks.


• Hawki and Netcool are currently the core tools for monitoring the electrical and environmental aspects of the data halls from an DCS perspective, you must ensure that all alarms are dealt with ASAP and that any problematic issues are escalated accordingly.


• Ensure that the telephone hotline is monitored at all times whilst on site and answered in a professional manner and check for any voicemails that have been left.


• Make sure that all plant and comms rooms are kept in a clean and tidy condition to the standard expected by the client.


• The EDCLN SharePoint site should be viewed on a regular basis for all current documentation.


• Carry out racking/stacking, patching, break fix tasks, decommissioning, infrastructure installations, cabinet modifications and hardware tasks as per relevant procedure documents.


• Notify your DCS Infrastructure Manager or if absent his/her counterpart at Heathrow/Croydon DC for of any stock requirements or your line manager


• To perform any other duties within your skill set as delegated by your Line Manager


• Ensure awareness and compliance to the contractual KPI’s/SLA’s is undertaken.

Accountabilities

• Directly accountable to the DCS Service Delivery Manager, however a dotted line reporting to the other site management team exists, whilst on shift however the DCS shift leader or Shift Manager are there direct reports.


• The post holder has no direct reports


• This post carries no direct budgetary responsibility but financial awareness is required when replacing parts, using consumables.

EQUAL OPPORTUNITIES

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.