Job Description

Colt Data Centre Services (DCS) offers flexible and affordable colocation and IT infrastructure solutions. Our connectivity and colocation solutions allow our customers freedom to plan effectively for the growth of their business, knowing that their data centre strategy is future-proof. Job Title: Shift Lead, Incident Management, DCS service operations Hiring manager: Shonith Shetty Talent Acquisition Partner: Ashutosh Parab Location/s: Bangalore Interviewing team: 1) Shonith Shetty, Team Manager 2) Paola Fulchignoni , Head of service operations MISSION To ensure DCS Incident Process delivers a constant customer experience and business operational level agreement compliance, Incident Process supports the out-of-office hours DCS customer service desk with Service Request Fulfilment. Support, drive, and embed the DCS strategy of hyperscale DC. OUTCOMES Drive end-to-end implementation of the event-to-incident management process and procedures. Attain full knowledge of event and incident processes and demonstrate application of process knowledge in the effective and efficient delivery of incident process management.. Summarize and succinctly relate relevant events, actions, and next steps during an incident. Lead the shift team and manage them in their daily activities. Manage flawless English customer communications. Meet 100% of customer SLAs through timely, accurate communications. Create timely, accurate, and meaningful incident timelines from multiple sources of data. Alarms Log analysis in the course of the incident and present them to all the participants in the bridge. Record technical discussions and points during the bridge to prepare a quality report for internal business. Support the Major Incident Bridge: coordinate stakeholders, speakers, and updates. Coordinate with MIM to create accurate and timely incident reports within OLAs. Ensure delivery of RFO or IR to customers within the SLA. Support and conduct P1 and, if necessary, P2 post-incident reviews with the respective teams. Manage shift engineers as per the shift roster to ensure the event-to-incident processes are resourced and operational 24x7. Provide on-call OOH escalation for major incidents. initiate and coordinate the periodic review, refresh, and update of relevant process management documents. Carry out spot checks on work completed by shift members to support the performance review. manage and maintain the team. OLA and SLA trends Maintain the MTTR and SLA matrix and identify and appraise improvement areas. Display excellent skills in communication, report writing, and analytical skills. Follow up with actions, recommendations, and ongoing incidents and issues proactively and without prompting. Support team development through knowledge sharing, mentoring, and coaching of resources on specific processes or work instructions on the job. Identify and promptly report to the manager any situation that could impact the well-being of resources and work-life balance. single point of contact for associated processes (event, problem, and change management) in P1 bridge THE TEAM The role provides second-line operational support for infrastructure, security, and IT incidents for data centre services. The role works with site operations, security operations, IT operations, and service desk teams to restore service quickly and efficiently and, where required, involves problem and change management teams to complete any follow-up actions. The role supports the incident management process for Service Operations activities for DC event monitoring and incidents by reporting, coordinating, and following up on the resolutions throughout the lifecycle of the incident until closure. Other key internal and external stakeholders include DCS service operations sub teams, site operations, security operations, IT operations, ASIA DCS service operations, service desks, system support vendors, and the Colt Core teams. THE SKILLS / EXPERTISE THEY BRING (Seven bullet maximum) Minimum eight years\' experience in infrastructure environments and incident management processes Graduate or postgraduate degree (preferably in electrical or electronic engineering) from a reputed institute Efficient handling of major incidents Management of incidents throughout their lifecycle Delivering to strict OLA and SLA timelines Identifying and implementing process improvements Shift management and evaluation Good communication and analytical skills Working across remote teams (EU and Asia) Document management and control ITIL v4 certification will be an added advantage What we offer: Colt DCS is a growing business that is investing in its people. Our people are defined by their ability to make things happen and deliver on their promises. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt DCS recognises the importance of a work life balance. Some benefit examples are: Pension and insurance options Access to a virtual business school for on-going learning Business mentoring Discounts with local hospitality and retail providers Flexible working and relaxed dress code Two days annually to spend on volunteering opportunities Who we are Colt DCS has a vision to \'\'to be the most customer centric data centre provider\'\'. We have over 20 years\' experience in designing, building and operating energy-efficient, reliable data centres - hosting significant financial, media, corporate and cloud wholesale providers across the world. We operate 29 state-of-the-art data centres across Europe and Asia Pacific, offering 24/7 security and local language support. We are connected to a further 530+ third party data centres across our network and are able to offer private links into the major public cloud providers. Privately owned, Colt DCS is one of the most financially sound companies in its industry and able to provide the best customer experience at a competitive price. For more information, please visit We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace

Monster