Job Opportunities at Teraco

Description

• Ensures optimum, efficient and reliable performance of our electrical equipment nationally to meet and exceed company energy efficiency targets. Teraco currently operate a complex electrical distribution system, supported by a fleet of a 160 x 2.2MVA Diesel Generators and 480 x 600kVA UPSs. Responsible for evaluating the maintenance programme and assessing that maintenance is carried out to the required Teraco standard. Analyses of technology trends, human resource needs and market demand to make improvement recommendations in operational techniques, existing designs and test procedures. Serves as 3rd line escalation for complex technical problems. Does independent site inspections regularly to ensure adherence to standards, and the effective use of labour, spares and materials.

MAIN FUNCTIONS OF THE JOB 

• Identify areas of energy efficiency and reliability improvement for Main LV distribution and downstream to the DC (e.g. UPSs, STSs, Distribution from DC to Energy Centre, Generator distribution, HV switchgear) including innovative technologies and practices.
• Perform regular equipment inspections to identify and address potential issues proactively.
• Oversee 3 yearly electrical maintenance shutdown to ensure time efficiency and appropriate level of maintenance at Energy Centre and MV level. 
• Drive the transformation from preventative maintenance to condition-based maintenance. 
• Make recommendations on which electrical maintenance and inspection functions should be insourced.
• Advise Teraco Maintenance Department to ensure all Electrical systems are maintained in accordance with Teraco standards, International best practices and OEM requirements. 
• Bridge the skills gap between Service Providers and Teraco Operations, properly questioning the service provider on suggested repairs.
• Serve as 3rdline escalation for complex technical escalations and collaborate with cross-functional teams to resolve emergencies promptly to minimize impact. 
• Compile Electrical system simulation scenarios and assist with scheduling and completion of the exercises to ensure all teams are practiced in the required emergency responses.  
• Highlight training needs with the L&D Manager and collaborate with him/her to develop and deliver training programs that enhance the Electrical/UPS skills of employees.  
• Deep involvement in RCAs and tracking of correctives, creating a link between operations and design ensuring lessons learnt are adapted nationally under scenario training. 
• Electrical Capacity Management (load balancing, design capacity vs sold capacity, demand, busbar load, phasing on UPS loads, PALs oversold at Power Distribution Panel level, manage trip risk as we approach >95% of capacity, high density racks). 
• Ensure value from Teraco’s Building Management System as an expert user of BMS reporting, considering trend analysis of alarms and Electrical system incidents to identify improvement opportunities. 

SKILLS REQUIREMENT 

• Excellent verbal and written communication skills 
• High energy level 
• Deep troubleshooting capability 
• Ability to read and understand technical documents, processes and procedures. 
• Good planning skills 
• Proactive problem solver and quick response to potentially critical situations 
• Ability to work independently & a positive team player 
• Conducts oneself professionally, exhibits high levels of tolerance and patience 
• Responsible for continued learning and self-development 
• Comprehend, and follow work plans, sequence of operations, standard operating procedures, and process flow diagrams 
• Coaching and mentoring of technical team members 
• Advanced Microsoft Office skills.  
• Strong problem-solving skills and the ability to work under pressure during emergencies. 

QUALIFICIATIONS AND EXPERIENCE 

• Matric qualification 
• Relevant Electrical and UPS certifications or Government Certificate of Competency 
• A Degree in Electrical Engineering
• Registered with SA Council for Professional Engineers 
• Minimum of 5 years’ experience as an Electrical Engineer 
• Proficient knowledge of Electrical systems, MV, STS, UPS, Transformers etc. 
• Familiarity with energy-efficient practices and technologies
• Experience in the data centre industry or a critical facility is desirable 
• Own transport. Note: may include travel to various sites. Local via own transport.  
   

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Description

• Monitor and attend to all tickets related to the Service Delivery Role with specific focus on Access, Smart Hands. Remote Hands, Cancellations and wireless planning and projects. Support any other departmental functions as and when required. Proactively identify roadblocks to high quality servicing and implement strategies to deliver the required level of service to the client, utilizing the on-site resources.

OBJECTIVES MAIN FUNCTIONS OF THE JOB

•  General
• Adhere to company policies, procedures and processes
• High quality verbal and written communication with clients
• Process and update tickets within agreed operational service level agreement and client SLA timelines
• Will be required to perform Major Electical Maintenance activities i.e. attend to client queries, provide information and timeously log access and remote hands tickets
• Client Satisfaction
• Respond with empathy to clients, deal with their needs and acknowledge their operational pressures and deadlines
• Optimise client satisfaction
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes
• Ticket Management (Administrative Responsibilities)
• Receive and handle requests for service, following agreed Service Desk Work Instructions
• Accurate recording and data capture of queries and follow-up from outset to conclusion
• Respond to common requests for service by providing information to enable fulfilment and promptly allocate unresolved calls as appropriate
• Provide 1st Line investigation and diagnosis and promptly allocate unresolved issues as appropriate
• Accept and process tickets in the agreed queues in the expected turnaround times
• Potential ticket escalation to other divisions of the business or technical
• Confirm and update access permission roles in CRM (update database)
• Wireless Map reservations and planning – all regions
• Process Service Orders (interconnects and general stock items)

Escalation & Reporting

• Report any client impacting issues or service deviations to the After-Hours Service Delivery Coordinator Team Leads for further investigation
• Work closely with the After-Hours Service Delivery Coordinator Team Leads and escalate any client facing issues that may occur during the shift
• Prepare and submit any reports that may be required from time to time

Team Collaboration

• The After-Hours Service Delivery Coordinator Team is a “team” and are collectively responsible for all tickets;
• If a After-Hours Service Desk Delivery Coordinator team member who is responsible for task is not attending to their task, then another team member must accept the task and finalise it; It is accepted that from time to time, team members are required to step in for other team members, to ensure the best interest of the client and Teraco’s service promise to clients is met;
• All tickets must be accepted by a team member within 15 minutes of being recorded in Ozone;
• Most tickets are more often than not, an urgent request, and Teraco is required to respond with the necessary urgency to fulfil the clients/contractor or Teraco staff members request within a timeline that ensures no client/contractor or Teraco guest fails to get access feedback in a timeous manner;
• The After-Hours Service Desk Delivery Coordinator Team are responsible for the entire cycle of all tickets, and if a Teraco team member is not responding within the timeline to meet the global turnaround targets, then it is the After-Hours Service  Desk Delivery Coordinator Team’s responsibility to follow-up and escalate appropriately;
• All tickets must be reviewed by the After-Hours Service Desk Delivery Coordinator Team frequently during the evening, weekends and public holidays, and must always be reviewed at the start and end of every shift when desk opens and closes;
• The After-Hours Service Delivery Coordinator Team and the Business Hours Team are responsible to ensure that there is an uninterrupted service to the clients when the desk transitions from one desk to another; All tickets should be handed over from one team to another, and feedback reviewed on all tickets at all time.

Office Hours and Locations

• This role is required to work weekdays & weekends from 6:00am – 18:00pm and 18.00pm – 06.00am, as well as any public holidays. The shift roster may change from time to time. The current shift roster is 3 days on, 3 days off, with four shift rotations.
• The role will be required to do a workday shift  Monday – Friday for a 2-4 week period to undergo on-the-job training;
• This role is required to work on-site at JB1/Isando, however may be required to change location to another Teraco site based on business requirements

Requirements
SKILLS REQUIREMENT

• Exceptional communication skills
• Excellent administrative skills are critical
• Active listening – ability to understand requirements
• Ability to communicate in English, and any other RSA language beneficial
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated
• Ability to lead and positively influence others
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• High affinity for attention to detail
• Strong time keeping and multitasking skills
• Team player
• Good time keeping

QUALIFICATIONS AND EXPERIENCE

• Matric
• CompTIA Network + certification
• 2 years relevant working experience in service desk role or similar
• ITIL preferred
• Microsoft Office skills
• Understanding of Wireless solutions preferred
• Strong understanding of networks and cabling (fibre optic and copper) preferred
• Previous experience within IT/Telecoms industry an advantage
   

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Description
Data Centre Management

• Comply to working methods ensuring all SLA and MSA's are achieved 
• Management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.999% electrical uptime and 99.99% mechanical uptime

Compliance

• Maintain compliance in accordance to all relative policies and procedures 
• Meet agreed inter-departmental OLA (Operational Level Agreement) 
• H&S monitoring an corrective action to meet statutory compliance, SLAS and good business practice

Critical Systems Management

• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA's and SLA's are achieved 
• Conduct working methods to maintain agreed PUE levels
• Task finalisation and report accurately, as per agreed format, quality and within the agreed timelines

Data Centre Ethics

• Ensure compliance is maintained incorporating industry best practices 
• Ensure data centre facilities standards are enforced and maintained 
• Ensure data centre cleaning standards are enforced and maintained

Skills Requirement

• Excellent technical abilities
• Effective communication skills, active listener — ability to understand requirements
• Proactive problem solver, perform rapid and accurate assessments
• Ability to work independently, as well as being a positive team player
• Self-motivated
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development
• Quick response to potentially critical situations
• Trouble shoot systems and components to identify root causes of failures
• Implement corrective actions promptly to mitigate the negative effects of system changes
• Good Microsoft Office skills

Requirements
Qualifications and Experience

• Refrigeration and Air Conditioning qualification essential
• Electrical qualification preferable
• Working knowledge on close control units and their associated controls
• Chiller and chilled water systems knowledge essential
• Trouble shooting and fault-finding experience essential
• Controls knowledge would be advantageous
• Safe handling of refrigeration gasses certificate would be advantageous
• Minimum 5 years relevant data centre experience preferable
• Good knowledge on Data Centre environments and critical infrastructure systems preferable

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PURPOSE OF THE ROLE

• The Regional Data Centre Manager is required to provide professional guidance and management to direct and indirect reporting lines.The Regional Leader plays a critical part in planning, executing and managing the strategic aspects for the region.
• The Regional Manager is responsible for ensuring that teams work together in delivering on the planned growth of the region whilst supporting environments in achieving the required operational stability and reliability benchmarks. Where feasible, the role will require active engagement across regions regional sites, leveraging central resources to assist in capacity building.

MAIN FUNCTIONS OF THE JOB

Data Centre Management

• Continuous evaluation of global best practices and share knowledge across all DC teams
•  Mentor Data Center Managers in order to ensure a smooth operation of the facility
•  Manage working methods to ensure that all SLA and MSA’s are achieved
•  Analyse working ways to highlight gaps and implement processes/procedures/methods/efficiencies to improve performance
•  Manages escalated support cases and leads appropriate internal technical resources and/or 3rd party vendors to resolution
•  Participate in important negotiations with key stakeholders and assist in negotiations with difficult customers
•  Ensure the effective management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.999% electrical uptime, 99.99% mechanical uptime and 99.99% cabling infrastructure uptime.
•  Active participation in new data centre builds or expansions
•  Ensure that all critical components are monitored and that alerts are actioned with urgency
•  Ensuring comprehensive Root Cause analysis are completed for all incidents/outages
•  Ensure that records, drawings and schematics of the data centre environment/s are maintained and centrally stored
•  Develop and implement action-orientated monthly reports
•  Explore opportunities for partnerships across other regions and business areas
•  If H&S incident occurs, act in capacity of Incident Investigator and compile report for distribution on internal system and to Department of Labour
•  Aid in measuring contractor performance, weekly, monthly & quarterly meetings
•  Quick responses to potentially critical situations
•  3rd party vendor management and service delivery
•  Active involvement in network, physical and cyber security matters
•  Conduct service forums/reviews, hosting key stakeholders
•  Find ways to automate and innovate

Compliance, Audit & Risk

•  Ensure compliance is maintained incorporating industry best practices
•  Ensure data centre facilities best practices are enforced, maintained and improved
•  Ensure data Centre cleaning standards are enforced and maintained
•  Implement company and departmental policies, processes and work instructions as per the agreed quality and timeline/RFS
•  Risk identification and mitigation
•  Ensuring adherence to all relevant standards and policies
•  Active involvement in all audits
•  Ensure that inter-departmental OLA’s (Operational Level Agreement) are met
•  ESG and related actions are executed and closed

Requirements

SKILLS REQUIREMENT

Finance

•  Develop, manage the regional budget and also provide input and make recommendation on the budget
•  Budgetary reporting
•  Timeous approval of purchase orders and invoices

Leadership

•  Innovate and make decisions on your own, but also know how to take direction when it is given
•  Ability to work in a highly collaborative environment including ability to influence and establish effective networks
•  High-level of Emotional Intelligence (Influencing skills, Interpersonal awareness, Resilience and Composure).
•  Active involvement with staff onboarding
•  Guide and develop staff by working with HR to ensure skills, training and performance requirements are met
•  Defining of personal development plans for direct reports including training plans
•  Defining of measurable KPI’s for direct reports
•  Support and adherence to BEE targets when onboarding new resources
•  Diversify skills across the various teams while mitigating risks of key-man dependencies
•  Excellent communication skills and ability to interact professionally with a diverse group of clients, colleagues and staff
•  Interact with all levels of the organization in a professional, and tactful manner
•  Provide guidance and mentorship to direct and indirect reporting staff
•  Ability to create, manage and develop a team remotely
•  Attending weekly team meetings in order to provide guidance and to communicate points from Operations Management meeting downstream

Administrative duties

•  Ensuring compliance with internal policies and regulations
•  Change and incident management
•  Ensure adherence to all established guidelines and management practices for employees
•  Occupational Health and Safety responsibilities
•  Reporting accurately, as per agreed format, quality and timelines
•  Outstanding organizational skills, ability to prioritize effectively, and experience with technical project management
•  Ensuring All Incident Reports (Client & Non-Client) are updated, grammatically correct and ready for distribution and signed off daily

Client satisfaction

•  Work with internal and external stakeholders to align the business towards providing services that enhance client service and client retention
•  Ensure client satisfaction by providing an optimal level of customer service, in line with company objectives
•  Client support responsibilities can include, but is not limited to, client relations, responding to client inquiries and coordinating with other organizations
•  Meeting of defined client survey and reporting targets
•  Ability to understand client urgency and sensitivity of problem/incident/request
•  Managing all regional client escalations and ensuring feedback is provided to clients within the defined timelines and reports are submitted and signed off within 24 – 48 hours

Behavior

•  Adopt a mindset of continuous improvement
•  Lead by example
•  Be on the lookout for constant process improvements
•  Growing our people
•  Delivering to our shareholders
•  Respecting each other
•  Embracing diversity
•  Upholding the highest levels of integrity
•  Serving our clients
•  Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic
•  Ability to work productively in cross-functional teams or resourcefully and independently as an individual
•  Focused on continued learning and self-development

Information Security

•  Identify and manage risks with regards Teraco’s information assets & systems. This includes risks in regards confidentiality, availability and integrity.

General

•  Open to provide after-hours support as needed for significant issues
•  Excellent verbal and written communication skills
•  Excellent technical abilities
•  Proactive problem solving
•  Ensuring the emergency preparedness plan per site is updated regularly and contacts, resigned contacts and re-appointments are done

QUALIFICATIONS AND EXPERIENCE

•  Electrical and/or mechanical qualification preferable
•  Cabling qualification preferable
•  Minimum 7 years relevant data centre experience
•  +7 years’ experience, managing teams, including line management, appraisals, performance reviews, hiring new team members, participating in disciplinary matters, financial management, etc.
•  Extensive knowledge on Data Centre environments and critical infrastructure systems e.g. Cabling, Cooling, Power
•  Experience of Data Centre KPIs (incident ticket related matters, time to solve tickets, physical security, infrastructure metrics, staff, safety, overall operations)

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Description
Objectives:

Data Centre Management:

• Comply to working methods ensuring all SLA and MSA's are achieved 
• Management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.999% electrical uptime and 99.99% mechanical uptime

Compliance:

• Maintain compliance in accordance to all relative policies and procedures 
• Meet agreed inter-departmental OLA (Operational Level Agreement) 
• H&S monitoring an corrective action to meet statutory compliance, SLAS and good business practice

Critical Systems Management:

• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA's and SLA's are achieved 
• Conduct working methods to maintain agreed PUE levels
• Task finalisation and report accurately, as per agreed format, quality and within the agreed timelines

Data Centre Ethics:

• Ensure compliance IS maintained incorporating industry best practices 
• Ensure data centre facilities standards are enforced and maintained 
• Ensure data centre cleaning standards are enforced and maintained

Requirements
Skills Requirement:

• Excellent technical abilities 
• Effective communication skills, active listener — ability to understand requirements 
• Proactive problem solver, perform rapid and accurate assessments 
• Ability to work independently, as well as being a positive team player
• Self-motivated 
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development 
• Quick response to potentially critical situations
• Trouble shoot systems and components to identify root causes of failures 
• Implement corrective actions promptly to mitigate the negative effects of system changes
• Good Microsoft Office skills

Qualifications and Experience:

• Refrigeration and Air Conditioning qualification essential 
• Electrical qualification preferable 
• Working knowledge on close control units and their associated controls 
• Chiller and chilled water systems knowledge essential 
• Trouble shooting and fault-finding experience essential
• Controls knowledge would be advantageous 
• Minimum 5 years relevant data centre experience preferable
• Good knowledge on Data Centre environments and critical infrastructure systems preferable

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Description
OBJECTIVE

Main function of the Job

• Manage a team of technicians to ensure smooth operation of the facility.
• Responsible for management and distribution of maintenance tasks and managing client upgrades such as cable replacements, component and accessory swap out and customs upgrades.
• Ensure that records, drawings/schematics and working methods for the facility are maintained and updated following any changes or upgrades. 
• Manage planned and corrective maintenance events ensuring adherence to OHS act requirements and in accordance to predefined standards and schedules.
• Share knowledge and industry best practices by building close working relationships with technical teams and supervisors across all regions.
• Ongoing training and evaluation of technical teams on Data Centre best practices and standards.
• Work closely with Data Centre Manager to resolve escalated support cases and provide relevant technical feedback including completion of incident reports.
• Ensuring comprehensive Root Cause Analysis are completed for all incidents and outages
• Monitoring of alerting on all Data Centre equipment, technical team response and feedback to business.
• Quick responses to all alerting and critical situations.
• 3rd party vendor management.
• Manage working methods to ensure all SLA’s, OLA’s and MSA’s are achieved.
• Implement corrective actions promptly to mitigate the negative effects of system outages.

Maintain compliance in accordance with all relative policies and procedures.

• Maintain compliance in accordance with all relevant certified ISO standards.
• Support the HR department in achieving the organization developmental plan deliverables within agreed timelines.
• Meet agreed inter-departmental OLA (Operational Level Agreement)
• HS&E monitoring and corrective action to meet statutory compliance, SLAs and good business practice
• Implement company and departmental policies, processes and work instructions as per the agreed quality and timeline/ RFS (Ready for Service).

Critical System Management

• Management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.999% electrical uptime and 99.99% mechanical uptime.
• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA’s and SLA’s are achieved.
• Conduct working methods to maintain agreed PUE levels.
• Task finalisation and report accurately, as per agreed format, quality and within the agreed timelines

Data Centre Ethics

• Ensure compliance is maintained incorporating industry best practices.
• Ensure data centre facilities standards are enforced and maintained.
• Ensure data centre cleaning standards are enforced and maintained.
• Ensure compliance with HS&E standards are enforced and maintained.

Requirements

Skill Requirements

• Excellent technical abilities
• Effective communication skills, active listener – ability to understand requirements
• Proactive problem solver, perform rapid and accurate assessments
• Ability to work independently, as well as being a positive team player
• Self-motivated
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development
• Quick response to all situations.
• Trouble shoot systems and components to identify root causes of failures.
• Advance Microsoft Office skills

Qualifications and Experience

• Electrical qualification preferable
• Minimum 5 years relevant data center experience
• Extensive knowledge on Data Centre environments and critical infrastructure systems.