Vacancies at Teraco

Main function of the Job

Data Centre Management

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

Compliance

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

Critical System Management

• Ensure applicable planned and corrective maintenance is managed in accordance to ensure customer MSA’s and SLA’s are achieved
• 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

Qualifications and Experience

• Minimum 5 years relevant cabling experience preferable
• Good knowledge on Data Centre environments and critical infrastructure systems preferable

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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 operation service level agreement and client SLA timelines.

Client Satisfaction

• Facilitate high quality servicing by all on-site staff, and if required assist with resolution or servicing. However, it must be noted, that the After-Hours Service Delivery Coordinator Team Lead must ensure that existing staff fulfil the servicing requirements, and the After-Hours Service Delivery Coordinator Team Lead only performs the function when the existing staff fail to and client satisfaction is impacted, or there is a skill or resource shortage;
• If required to fulfil the functions, the After-Hours Service Delivery Coordinator is required to have the knowledge and capability to perform all functions except guarding, remote hands, and facilities technical management. 
• However, the After-Hours Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation where customer satisfaction impacted.
• Optimise client satisfaction.
• Communicate suggestions & comments and feedback to management.
• Plan and implement preparation activities that may be required for major client deployments, and/or execute on a plan provided by Service Delivery Manager / Management to ensure high client satisfaction.
• Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution, and follow-up.
• Accept and log tickets in the agreed queues in the expected turnaround times.
• To process and update tickets in expected turnaround times.
• Potential ticket escalation to other divisions of the business or technical.
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to Management if queues are not being managed appropriately, or any tickets are not being accepted for processing within 15 minutes

Time dependent i.e., no immediate client servicing issues requiring attention, them:

• Process all tickets relevant to the After-Hours Service Delivery Coordinator role.
• Review My Team tasks and tickets and assist with clearing any backlog.
• May be required to perform task not strictly defined in the job description, for which you have competence, during downtimes, when excess time is available.

Escalation and Reporting

• Assist on-site staff with escalation for support as required e.g., Ozone, network downtime.
• Identify roadblocks that impact client satisfaction and present recommendations to management to
• address underlying root causes.
• Prepare and submit any reports that may be required from time to time.
• Report any incidents to management within SLA, where impacting clients requiring notification i.e., act as management eyes and ears for escalation after hours.

Self-Development

• This role is required to operate independent of the Business Hours Service Delivery Coordinator team, and therefore it is critical that the individual is a self-starter who is willing to learn operations from other on-site staff, without management oversight in most cases.

Team Lead Responsibilities

• Conduct weekly team sessions and coach on improvement initiatives
• Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)

QUALIFICATIONS AND EXPERIENCE

• Matric
• 2 years relevant working experience
• IT IL preferred
• Microsoft Office skills
• Understanding of Wireless solutions preferred
• Strong understanding of networks and cabling (fibre optic and copper)

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MAIN FUNCTIONS OF THE JOB

Maintenance Management

• Active participation to support management of data centre infrastructure to provide a concurrently maintainable, cost-effective system supporting 99.999% electrical uptime & 99.99% mechanical uptime.
• Active involvement in planned, preventative and corrective maintenance activities for all Teraco Data Centres ensuring maximum system availability.
• Consistent reviews of maintenance working methods to ensure all SLA & MSA’s are achieved.
• Develop and maintain maintenance schedules, ensure visibility thereof and enforce strict adherence to such.
• Co-ordinate, assess and review maintenance efforts to ensure all facilities maintained to Teraco standards.
• Ensure that all work performed is in accordance with established practices and procedures.
• Continuous and collaborative reviews of methods of procedures (MOP) including  to Electrical, HVAC, Fire detection & Suppression
• Where possible, standardise maintenance activities across all facilities.  
• Weekly review of all audits and tasks on the maintenance management system to ensure correct documentation has been uploaded and standards have been adhered to.
• Weekly status updates/reporting to relevant stakeholders, on all maintenance related tasks and audits
• Ensure all corrective works are carried out and completed in a timeous manner to the required and expected Teraco Standards.
• Troubleshoot and perform effective root cause analysis to permanently resolve maintenance related issues. Adherence to timelines is critical.
• Incident and problem trend analysis
• Identify opportunities to move from Preventive to Predictive Maintenance.
• Respond to emergency calls for maintenance. 
• Perform administrative tasks as required. 

Compliance

• Maintain compliance in accordance with all relative policies and procedures.
• Meet agreed inter-departmental OLA (Operational Level Agreement)
• H&S 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.
• Active participation for both external and internal audits 

Critical System Management

• Ensure all planned and corrective maintenance is managed in accordance to ensure customer MSA’s and SLAs 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.
• Ensure that the client communication process has been adhered to.

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.

QUALIFICATIONS AND EXPERIENCE

• Electrical qualification preferable.
• Minimum 5 years relevant data centre experience.
• Extensive knowledge on Data Centre environments and critical infrastructure systems preferable.
• Proven experience with maintenance and reliability initiative, focused on Preventive and Predictive maintenance.
• Manage maintenance teams (staff. technicians & contractors).
• Experience with TPM/Lean Six Sigma methodology preferable.