Lead, Data Center Support

Job description

The Lead, Data Center Support is responsible for providing 24x7 network and system administration support for internal and external customers while providing exceptional customer service. The Lead, Data Center Support provides support and mentoring of the Technicians, Data Center Support and ensure that all issues are resolved and reported in a timely manner.

Responsibilities:

• Ability to work under a dynamic and high pressure environment to deal with concurrent issues effectively.

• Manage / coordinate activities of Data Center Support  team consisting of IT Operations Technicians

• Manage contractors, projects, and maintenance activities pertaining to all DCS activities and installations

• Ensure the team is properly reporting customer billable requests through a trouble ticket system.

• Provide quality, timely and accurate support of any issues within defined areas of responsibility.

• Successfully mitigate risk assessments in secured areas of work.

• Responsible for ensuring all scheduled tasks and work processes are completed.

• Establish and report on departmental objectives to ensure organizational goals are met.

• When required, escalate events in a timely manner to the appropriate team according to proper procedures.

• Maintain accurate detailed records of all internal documentation as directed by Management.

• Plan and coordinate the training and development of IT Operations Technicians.

• Work directly with the customer support staff to identify and troubleshoot as necessary to isolate the root cause of problems to include standing, bending and kneeling as needed to perform this task.

• Perform and execute installation projects that would include the racking and stacking of customer equipment.

• Lifting of customer equipment required up to and in excess of 50 pounds.  Server lifts can be utilized were applicable.

• Observe that the team remains compliant with customer SLA’s.

Required skills:

• Demonstrate a thorough understanding of routing protocols.

• Utilize the OSI model as a guide for systematic network troubleshooting.

• Ability to effectively communicate complex technical issues.

• Detail oriented to manage multiple priorities effectively.

• Excellent communication and organizational skills are required.

• Develop project budgets and track for efficient use of resources.

• Strong team player.

Desired skills:

• 5+ years experience working in a mission critical environment

• Individual should be a self-starter with problem solving skills and able to carry out responsibilities with minimal supervision.

• Strong communication (verbal and written) skills; experience in technical writing and customer-facing presentations.

• Strong team player.

• Effective communication skills with the ability to successfully interact with both internal and external customers.

• Strong project management, trouble-shooting and organizational skills.

• Understanding of budgets and procurement processes.

• Fluent PC skills (Microsoft Office & Outlook)

• Familiarity with DCIM tool e.g. Struxureware.

• Knowledge of SAP and Remedy.

Education or Equivalent Experience:

• Diploma,  Bachelor’s degree in Computer Science or equivalent experience.

• 5+ years experience in mission critical environment.

• 5+ years experience operational and technical experience in an IT environment required.

  • IT Certifications such as CCNP, MCSE and UNIX/Linux are desired.

EA License no: 16S8066 | Registration no: R1110355

Only successful candidates will be notified.