Data Center Expert for Contact Center Company

**Key Responsibilities**:
**DC Administration, Operations and Monitoring**
- Ensure efficient and proficient support to data center and all the IT infrastructure hosted within.
- Monitor data center services and report abnormalities or problems to concerned sections and management promptly.
- Manage the data center from a site administration perspective, ensuring an optimal environment to host servers, IT equipment, and devices.
- Oversee data center administration outsourcing contracts, ensuring proper monitoring and reporting by contractor engineers.
- Develop, enhance, and implement working procedures, SOPs, standards, guidelines, SLAs, and OLAs for data center operations.
- Ensure 24x7x365 operational readiness by maintaining sufficient manning levels and resources.
- Conduct functional reviews and audits to resolve key or critical issues affecting performance.
- Maintain continuous process improvement to enhance customer experience and develop best practices among the team.
- Produce statistical, weekly, monthly, and yearly reports as required by management.

**Project and Infrastructure Management**
- Coordinate with concerned sections for provisioning new compute infrastructure and connectivity requirements.
- Ensure all operational tasks and projects under the data center’s control are managed and executed professionally and within timelines.
- Coordinate, review, and control activities related to the construction, commissioning, modification, upgrading, and maintenance of electro-mechanical systems.

**Incident and Fault Management**
- Monitor customer incident handling, fault resolution, and technical support, ensuring adherence to customer KPIs.
- Analyze fault reports and follow up on issues, concerns, or criticalities for remedial actions.

**Compliance and Best Practices**
- Enforce data center best practices, quality standards, security guidelines, and safety regulations.
- Track O&M (Operations and Maintenance) performance parameters, KPIs, and benchmarks for all electro-mechanical equipment and systems.

**Team Leadership and Logistics**
- Provide professional direction and guidance to subordinates, evaluating their performance and offering counselling to improve.
- Ensure availability of logistics items for operational support.
- Prepare and follow up on manpower, admin capital, and operating budget proposals.

**Third-Party and Contract Management**
- Establish and manage maintenance contracts with third parties, ensuring compliance with KPIs, SLAs, and OLAs.

**Voice Platform Expertise**
- Manage and troubleshoot voice platform hardware, SBCs (Session Border Controllers), and SIP (Session Initiation Protocol).

**IT and Network Design**
- Own and design the overall IT and network architecture for the office and data center.
- Collaborate with cross-functional teams to align infrastructure capabilities with business requirements.

**QualificationsEducation**
- Bachelor’s degree in Engineering, Computer Science, or a related field.

**Certifications**
- Relevant certifications such as **CDCP** (Certified Data Center Professional), **CDCS** (Certified Data Center Specialist).
- Familiarity with installation quality standards, ISO, and Uptime Institute standards.

**Experience**
- Minimum of 5 years in managing data center operations, facilities management, or IT infrastructure.
- Proven experience overseeing operations and maintenance of electro-mechanical systems, IT operations, and colocation facilities.
- Practical knowledge of “best practices” within data center environments.

**Skills**
- Analytical skills with expertise in technical report writing.
- Strong communication and customer service capabilities.
- Leadership skills with the ability to manage teams and drive change.
- Competence in project management and strategic planning.

**Key Attributes**
- Commitment to process improvement and high-quality service delivery.
- Strong understanding of colo data center infrastructure and customer support best practices.
- Excellent understanding of electrical, mechanical, and network systems in a data center environment.