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Data Centre Operations Specialist

2 months ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Job Description

The Data Centre Operations Specialist will be responsible for the maintenance of all Data Centre Facilities and management of 3rd party vendors to ensure a 24/7 service offering within Dimension Data Data Centres.

The primary objective of this role is to ensure zero missed service level agreement conditions. The specialist will focus on first line support for standard and low complexity incidents and maintain the data centre environmental and monitoring equipment.

Key Responsibilities

  • Provide data centre support to clients, including provisioning, asset management, monitoring, implementation, troubleshooting and support for data centre operations and related infrastructure.

  • Set up all Data centre configurations, including planning, sourcing and installing of all cabling.

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational. Install and configure software, if relevant, according to client requirements.

  • Perform necessary checks, apply monitoring tools and respond to alerts. Physical and system monitoring of DC Infrastructure relating to power, cooling and DC management.

  • Daily walk through checks of facilities environment.

  • Understanding of DC Suite, eg. IQ Suite and Struxureware.

  • Proactively identify problems and errors.

  • Log all such incidents timeously with the required level of detail.

  • Liaise with all stakeholders, including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.

  • Investigate first line support assigned calls and identify the root cause of incidents and problems.

  • Ensure efficient and comprehensive resolution of incidents and requests.

  • Carry out repairs by coordinating product requests and liaising with other team members.

  • Report and escalate issues to 3rd party vendors if necessary.

  • Take full ownership for managing the incident to resolution within the service level requirements.

  • Escalate requests and exceptions to the 2nd line support team.

  • Provide continuous feedback to clients and affected parties and update all systems and/or portals in line with Dimension Data procedures.

  • Compile breach and other reports that are necessary for the correct operation of processes.

  • Identify failures and short-comings in the current processes and escalate with recommendations.

Requirements

  • Matric.

  • Technical certification CDCP CCNA/A+/N+; MCSE or other relevant certifications advantageous.

  • 3 years' experience as a Data Centre Technician.