Lead, Data Centre Technical Service Manager

Thame's Human Resources Pte Ltd| Date Posted: 10-Oct-2020
EA Licence No: 11C5602|EA Personal Registration No: 14C7057
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Job Nature:
Permanent
Position Level:
Experienced, Manager
Qualification:
Diploma, Bachelor's / Honours

Job Description

Lead, Data Centre Technical Service Management

Summary

Liaison between customers and internal teams as the service representatives to ensure customer success

 

Job Description

  • Conducts regular service review meetings, submit meeting minutes and ensures reports are compiled and submitted timely to customers
  • Troubleshoots and resolves issues and ensure timely closures by utilising both customers and internal resources.
  • Be customers' interface for customer orders, project management, related escalations as well as customer audit requests.
  • Takes ownership of customer issues, log billing incidents and ensure resolution in a timely manner to the satisfaction of the customers
  • Supports the Manager in annual reviews on documentation of Service Management Processes, SOPs, guides, manuals
  • Liaison to the customers and works closely with service delivery teams to share schedules, updates, reports and Customer Acceptance Form
  • Supports Account Managers with orders, quotes, proposal, etc.
  • Provides onboarding meetings with new customers and post-sales support to AM including customers for cross-connects, etc.
  • Compiles and submits TSM reports for DCTSM health report for the facility
  • Prepares and compiles Method of Procedure for emergency and preventive maintenance activities, review service-related client notifications
  • Supports company's annual Customer Satisfaction survey
  • Any other duties or project as assigned by the Management

 

Requirements

  • Diploma or Bachelor's Degree in IT, Computing, Engineering or related field 
  • At least 5 years of relevant work experience in data centre services or operations 
  • Good technical knowledge in M&E, Network CI, DC facilities related systems, etc.
  • Willing to support and facilitate any data centre incidents during non-office hours
  • Good communication skills, able to manage customer needs and expectations
Company Overview
Thame's Human Resources Pte Ltd