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The Data Centre Operations Support/Service Delivery Analyst will be responsible for the maintenance of the Data Centre and manage customer service delivery in the Data Centre. He/She will specialize in the execution of tactical plans for the data center services to ensure continuity of operations for the organization. He/She will be the custodian of the Data Centre IT space and will be required to plan, design, manage, and support the data hall infrastructure.Key responsibilities will include to:
- Ensuring a consistent customer experience in providing DCServices
- Following and executing best practices linked to ITIL disciplines
- Understanding of Service Level Agreements (SLA) for customers in the facility
- Responsible for coordinating onboarding activities for clients, and executing client setup/configurations
- Managing and coordinating of Customer rack installations, power up and interconnectivity.
- Active participant in the Change Advisory Board (CAB)
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- Responsible for planning and coordination and execution of Change Records (CR) as it relates to Data Centre Space, power and cooling management.
- Responsible for customer expectation management
- Coordinate Data Centre tours for potential customer and visitors.Ensure continuous improvement of Data Centre processes and procedures, such that they are highly effective and reflect industry best practice
- Develops the Data Center Standard Service Procedures (SSP) including Service methodologies and processes.
Qualifications, Skills & Competencies
- ITIL Certification will be an added advantage
- Good understanding of Data Centre design and architecture.
- A bachelor’s degree in Engineering, Computer Science or related field is required
- Understand provisioning requirements, customer issues management, customer escalations, customer engagement and issues resolution.
- Ability to monitor and manage the delivery of service especially by 3rd party vendors rendered to customers
- Basic Knowledge of AI concepts that continuously improve operations of the Data Center.
- Ability to translate sales forecast into data centre infrastructure capacity planning.
- Ability to conceptualise and lead strategic decisions on Data Centre CAPEX /OPEX and operational efficiencies
- Ability to design and manage project implementation plans using basic and intermediate business project tools.
- Ability to design, implement, improve and maintain PPPs related to the Data Centre
- A bachelor’s degree in Engineering, Computer Science or related field is required
- 4-7 years’ experience in Data Centre Business, 2 years of which must be in data centre operations, preferably in an open access/colocation environment.
Demands of the Job
Ability and willingness to work even at odd hours when the work demands it.
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