Job Family Descriptor
Position Summary (Key Objectives/Purpose of the Job)*
Location : Dubai
Manage 24×7 Data Center Service operations and Service Delivery effectively as per agreed SLA or Contracts with customers, in order to meet Organizational Goals and Customer Satisfaction
Major Responsibilities*
To ensure that DC Operations are carried out smoothly on 24*7*365 basis SD of Customers Orders: Coordinate with all concerned people and ensure that deliverables to DC Customers are met on time. No major escalations from Customers towards Services offered to them Maintain compliance to various Standards / Audits / Certifications. To ensure that adherence to guidelines of DC is maintained by both Internal and External People Coordinate with Customers during Pre-Sales [including customer visits], SD & Post Sales period and ensure that their requirements are met Conduct reviews against OLA with all stake holders at regular intervals and push them for a closure of open items.
People Management
Nurture the staff by identifying their training needs, upgrading their skill sets and also mentoring / grooming them to become next level.
Technical requirement:
Candidate should a BE Degree Holders with 8 to 12 years of experience in Tier 3 certified multitenant Datacenter also need skill in ISP / Telecom / ITSM Domain. Candidate should know the basics of Networking & IT Infrastructure. The candidate must be familiar with ISMS / ITSM Standards/PCI-DSS and background of ITIL V3 Framework. Preferable candidate should have exposure to Data Centre environment under feasibility and solution validation. Should have completely on major international customer delivery life cycle & OM activity for international customer on the service assurance/service reporting. Need have completely involved in ISO 21K,45K,9K, PCIDSS & customer audits and aware of all the audit controls ITSM/ISMS. Need to know on the power/BTU calculation for the different Infra work load. Complete solution validation skillset. Should have work for multiple customer service reporting and management reporting. Need to hold independent MIS reporting/presenting skill set.
Key Performance Indicators*
No Major NC reported by External Auditor against ITSM / ISMS / SAS70/ ISO /PCI-DSS [if applicable]No Major incident reported w.r.t. Service Operations
No Major escalation reported on the Service Delivery front
Qualification & Experience – BE with 8 to 12 years of experience
Skill Requirements (Top 5) –
Knowledge on ITIL / ITSM / ISMS
Knowledge on DC Services and Guidelines
Team Work & Interpersonal Skills
People Management
Positive Attitude
Communication Skills
ISO/ITIL/CDCP/ Certificate
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