Associate DC Service Ops Engineer

Grow Your Career with NTT DATA

The DC Service Operations Engineer is responsible for providing consistent, seamless, and uninterruptible service. Collaborate with the Data Center Management and staff to ensure the operation service support meets and exceeds customer expectations for short and long-term program direction. This includes DC proactive engineering and facilities management practices for maintenance, vendor relations/management, incident and problem management, capacity forecasting, monitoring, and reporting.

Act as the primary focal point for DC Service Operations in support of the customer’s operational environment on a medium to large contract. Lead the DC Ops team according to defined scope of services and statements of work. Demonstrate strong, effective, resourceful experience in providing operational support to co-location customers. Ensure continuous and effective services are provided based on the contract terms and conditions. Implement customer satisfaction programs to ensure services are on a continuous improvement plan to reduce cycle time, eliminate defects, and improve time to delivery. Ensure service delivery achieves customer satisfaction, contract costs, and service level agreements.

What you'll be doing

Key Responsibilities:

• Handle daily Service Operation work like cross connect and remote hand support and reporting from the Data Center.
• Provide co-location delivery support for customer DC projects.
• Handle site customer visits, coordinate vendor installations, and cabinet placement in the Data Center.
• Provide an efficient and effective fault resolution service and second-line Data Centre support service to the company, escalating upward when appropriate, to ensure management and resolution of all faults in the Data Centre environment.
• Demonstrate good leadership leading the outsourced operations team managing DC service operations.
• Demonstrate continuous effort to improve operations, reduce turnaround times, streamline work processes, and work cooperatively to provide quality seamless customer service.
• Effectively track and ensure timely issue resolution.
• Communicate effectively with all levels of customers, including senior management.
• Timely and efficient management reporting on the status of performance metrics and outages, providing recommendations for improvement as needed.
• Establish and grow collaborative relationships with peers and other division groups.
• Maintain outsourced vendor operational service level metrics, which include service quality, timeliness, resources, and customer satisfaction.

Knowledge, Skills and Attributes:

• Minimum Diploma/Degree in a related discipline with a minimum of 3-5 years of relevant experience.
• In-depth understanding of Data Center mission-critical operations and environment management.
• Enthusiasm and energy to continuously look for new initiatives and ways to improve operations' efficiencies and services to customers.
• Strong analytical skills for troubleshooting faults reported by customers.
• Ability to work independently and as a team player in a fast-paced environment.

Workplace type: On-site Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today.