Job Description

DC Service Manager The role of DC Service Manager is to maintain committed uptime for all the customers in each data center in the circle and to ensure that the DC IT operations are carried out with minimal staff and at highest quality. To conduct PM drills to avoid any service impacting outage and to periodically check the PM activities of the infrastructure to ensure highest uptime. Ensure customer onboarding journey starts with best experience by ensuring onsite support during implementation To provide training to the smart hand team in handling customer requests and visits. Resolution of system downtime or malfunctions with minimal resolution time. Description for Internal Candidates 1) Service Delivery & data security Manage enterprise servers and collocation racks and SLAs. Implement infrastructure monitoring tools and practices. Coordination with Facility Management Team for Infrastructure availability reports & BMS reporting. 2) Customer Support Ensure quick and effective redressal of customer issues or escalations of problems in coordination with SAM and PM team. Work as Service Account Manager from Nxtra for GB customers and for need based 3) Vendor management Monitor performance of vendors, outsourced partners and ensure quality standards. Ensure availability of desired support from vendors and OEM partners. 4) Visitors and DC services Feedback Give Datacenter Presentation, co-ordinate with DC Infra for the seamless customer visits. Take customer feedback in the defined format and forward the feedback to the central SPOC. 5) Capacity Management Design and deploy dashboards for monitoring capacity availability and utilization of various DC Products .Identify and generate a report on capacity utilization for review by the management. Tracking existing network inventory of all Datacenter locations including all network elements, their connectivity configurations and periodic update of the same Keep a track of annual maintenance contracts of all IT infrastructure elements across Datacenter locations. 6) Support functions Extend support to sales and marketing for Customer visits to Datacenter facilities. Facilitate effective MIS generation and ensure monthly reporting to all customers or as per SLA Implement and retain customer in the manage services and colo domain. Provide monthly report to Revenue assurance department for customer deployed at Datacenter.

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