Manager – Datacenter Operations at Equinix

Job Summary

As a Manager, Datacentre Operations you will ensure the rendering of services to customers and the quality of building maintenance with the goal of maximum satisfaction and SLA fulfilment.

Responsibilities

Customer Services

• Provide daily support to customers
• Conduct the necessary audits at site level so that the installations, support are provided in compliance with service commitments, customer expectations/requirements
• Act as the 1st level of escalation for sales and customer issues
• Ensure proper articulation between the role of Customer Success Managers and the Operations resources allocated to the site and the customers concerned
• Invest in pre-sales activity (participation in the development of installation services in the framework of contract finalisation, raising customer returns towards product managers and/or the sales force, etc.)
• Improve customer satisfaction by ensuring that
• All team members are fully trained and equipped to provide customer service excellence
• The escalation process for customer complaints is managed effectively
• Opportunities are explored for proactively interacting with customers to keep them updated and to identify areas for improvement

Service Provisioning

• Ensure customers equipment, suites, cabinets, power and cable installations are installed according to specification
• Liaise with internal resources and external 3rd parties for the fulfilment of the orders
• Liaise positively and proactively with customers in order to resolve any issues and exceed their expectations
• Make sure all information about the services provisioned is recorded and kept accurate
• Effectively manage the order management system and ensure that service provision is in line with SLA

Facility Management

• Implement the preventive maintenance program for the site infrastructure with key suppliers and internal team
• Resolve specific findings by implementing improvement plans
• Guide the critical facilities team so that it can rectify any incident that occurs on the site
• Monitor and measure site capacity and anticipate the impact of foreseeable customer needs
• Oversee all the steps needed to improve PUE by taking action on the field and proposing any project that could drive efficiency
• Ensure the Building Management Systems are monitored at all times and procedures are in place to act on any alarm
• Coordinate maintenance providers with other onsite activities and moratoriums
• Keep the site statutory documentation up to date, namely permits, operations licenses and documentation about any legal requirements that should arise over time

Team management

• Supervise and coordinate staff activity, quality of their work and their attitude toward customers, third parties
• Ensure that all staff are trained and competent to act and perform well in one’s role
• Provide guidance, support, training and coaching, put in place development plans to ensure all staff in own team are focused on continuous improvement

Inventory and delivery management

• Contribute to the definition of stock (type, quantity, etc.)
• Be the guarantor of stock bookkeeping both on the customer operations and facilities management sides and conduct regular inventories
• Ensure all deliveries and consumables are accounted for

Quality/Safety

• Promote on the site all acquired / targeted ISO certifications, and any project to improve energy efficiency, give full support to quality approaches and optimisation of energy consumption
• Relay the efforts of Equinix to meet legal obligations in terms of health and safety with the goal of strengthening the physical safety conditions to which any visitor/worker is entitled/must respect on the site
• Ensure that the group’s directive on third party intervention conditions are applied properly so as to guarantee their safety, the safety of our people and the safety of our infrastructure

Qualifications

• High school diploma preferably in Electrical/electronics
• Proven years of experience preferred in Data Center Facilities Management, focusing on production of data center physical services, under constraint of service commitments (SLAs) – even internal –, 24/7
• Clear understanding of the end to end delivery process of a Data Center service (rack, cage, power, cooling, cabling, networking)
• Fluent English
• Perfectly at ease in managing customer relations (key accounts, international customers, etc.)
• Priority management
• Sense of responsibility, customer commitment, service
• Good knowledge of datacenters/computer rooms/telco rooms
• Common practice of tools associated with the production of services (CRM, Trouble ticketing, etc.)
• Experience in managing technical/production teams
• At ease in the production of load monitoring and key performance indicators
• Budget management concepts
• Ability to handle stress