Data Centre Operator

• Based at the Manchester Data Centre.
• Shift based, including days, nights, week days and weekends, working hours being 12 hour shifts with 1 hour lunch break.
• Day shifts are 07:00 – 19:00 and night shifts are 19:00 – 07:00.

The candidate will be responsible for delivering onsite Data Centre Operational services to the IT infrastructure of multiple customers to agreed SLA’s.

What you’ll do
These include but are not confined to:

• Working on a shift system in a 24 x 7 x 365 operation
• Access management – access control / site access
• Media Management activities
• Hall Checks
• Assistance with customer on boarding activities
• Asset Management activities
• Scheduled Task management
• Server Reboots / Visual checks
• Floor walks to identify server alerts & LED's
• Management of deliveries and collections as per Data Centre policy
• Device Installation
• Power Cycling (request to power reset a server or device)
• Equipment Inspection (request to inspect external conditions on a server or device such as display lights, visual status, or trace and check cables to ensure cable is plugged in and reseat if possible)
• Command Entry (request to enter specific commands on server or device)
• Ad hoc Patching (request to carry out ad hoc patching using pre-provisioned cables, installation and connection of patch leads)
• Escort Engineer (engineers will be escorted to and from the correct area required)
• Undertake ad hoc activities as directed by the Data Centre Management tiers
• Proactively update customers with call status and resolution progress.
• Progress/close service calls to a satisfactory conclusion on call management system.
• Monitor/progress all alerts / open calls in queue.
• Escalate potential service issues initially to designated escalation contact.
• Ensure internal and contractual SLA is maintained.
• Undertake ad hoc activities as directed by the Data Centre Management tiers.
• Understand and ensure all Customer, Data Center and Computacenter procedures and directives are adhered to.
• Carry out regular admin tasks such as tape backups, server checks etc., as required by external and internal customers
• Provide cover for other analysts in their absence, either within the same team or across teams, when required.
• Production of reports, shift handovers, notable event logs, and other reports as required.

 
What you’ll need

Skills Required:

• Demonstrable experience of IT support environments within server/networking.
• To escalate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs
• Excellent time management – able to work on own initiative. Ability to work within a pressurised environment.
• Ability to work in a team or on your own as required.
• Good knowledge of IT Platforms, equipment, and applications (e.g. PC Architecture, Lan Fundamentals),
• Good understanding of service calls and Call management systems or Helpdesk equivalent.
• Experience in rack builds and de-commissions
• Flexibility when working shifts as you may be required to participate in shift swaps
• Ability to take ownership of, and progress alerts / calls to resolution, within technical requirement for the role or, to escalate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs.

Skills Desired:

• Demonstrable experience in providing onsite Data Centre Operational services
• Experience in the service provider marketplace