To oversee a team of DC Services Technicians supporting DC Services product portfolio, ensuring the data center is fully staffed and the team has the necessary tools and training to support the standard product set in line with agreed SLAs and OLAs.
This role aims to ensure efficient resource utilization and effective support for clients’ requirements, including investigating escalations, identifying root causes, and implementing corrective actions. Additionally, the role involves working closely with service owners to support the rollout of product updates and improvements.

What you will do

• Ensuring the DC location is fully staffed to support the remote hands and cross connect products in line with client requirements and agreed SLAs and OLAs, including case management
• Ensuring the DC Service Technicians have access to all the required tools and that they're in good working order to support the remote hands and cross connect product portfolio, including the completion of all training requirements
• Supporting internal teams with investigations into client escalations to identify root causes and the implementation of corrective actions, if required, in relation to the remote hands and cross connect products
• Being the single point of contact for all DC Service matters, including all queries and fault resolution
• Information gathering to support monthly reporting requirements and queries
• Supporting the service owner with any product improvements by gathering feedback and supporting any potential changes
• Engagement with local teams to agree, document and implement local process, as required
• Supporting the identification of all risks in relation to supporting the remote hands and cross connect products, to ensure mitigation to reduce risk is identified and implemented
• Supporting administrative tasks requested by management
• Ensuring the working environment is clean and tidy
• Updating of IT systems to ensure data integrity
• Ensuring all activities performed are in compliance with GDC standards, expected quality and in line with industry best practice
• People management including supporting any recruitment activity, onboarding, objective setting, training and development, performance management, employee engagement/motivation, conflict resolution, sign off approval and capacity management
• Supporting business case creation in relation to DC Services
• Supporting budget discussions to ensure all requirements are identified and shared with management
Assisting in the evaluation of client proposals to determine the feasibility of being able to support their requirements

What we are looking for

• Educated to degree level or equivalent (preferably in an IT or related subject) or relevant work experience
• A good understanding of how a Data Center environment is operated from a mechanical and electrical perspective
• A good understanding of structured cabling and the implementation within a Data Center environment
• A good understanding of how remote hands requests are supported
• A good understanding of the principles of project management
• Ability to work independently with little supervision as well as in a team environment
• Working in a client focused environment
• Ability to learn quickly and implement what has been learnt under tight time constraints
• Ability to effectively communicate, written and verbal, in English and the local language, where appropriate
• Proactiveness in the approach daily tasks
• Ability to determine when to escalate matters during problem solving
• Recognising and prioritising critical activities
• Ability to manage teams, including people management
• Business fluency in German (C1, C2-Level)