Support and ensure smooth 24x7 running of the operations in the 'in-country' data center.
Acts as Level 1 escalation point by overseeing and resolving all onsite operational incidents and major issues, respond & perform remote requests within SLA.
Understands the M&E, security, network and plumbing systems of the building, critical facilities equipment and other equipment associated with the DC environment.
Documents and updates accurately all requests on the internal web portal ticketing system such as user requests, incidents, provisioning, etc.
Implements best in class DC operations based on ITIL and industry practices.
Delivers ITIL compliance process conformance for incident, problem and change management.
Ensures effective implementations of safety, security and customer support policy and procedures.
Coordinates and provides support to contractors and vendors as well as i...