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.
Profile

Role title:

Shift Lead


Colt Level:

PT1 (Core)


Function:

Incident Management, DCS Service Operations


Reports to:

Manager – Incident Management Team, DCS Service Operations


Location:

Mumbai / Bangalore



About Colt Data Centre Services


In today’s world, great businesses must be secure, resilient, scalable and above all - connected. At Colt Data Centre Services this is our business. Colt Data Centre Services 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. 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. As the only data centre provider in the world to secure the highest M&O certification by the Uptime Institute, our operational standards are recognised as industry-leading. Data centre services is offering a carrier neutral data centre setting and new commercial and operational solutions for our customers. Colt Data Centre Services has 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 are at a critical turning point as we become an independently focused business and at the same time, supported with the strong backing and investment of Fidelity. We expand our footprint in Asia and Europe which enables us to invest and leverage our real estate and infrastructure to expand our current sites and open up new ones. You’ll be part of a dynamic, agile, forward thinking team of individuals that are looking significantly grow the business. This is an exciting time and a new beginning for Colt DCS.
Our vision: to be the most customer centric data centre provider



Role purpose


To ensure DCS Incident Process delivered with constant customer experience and business operational level agreement compliance, Incident process supports the out-of-ours DCS customer service desk with Service Request Fulfilment. Support drive and embed DCS Strategy of Hyper scale DC



Key accountabilities

• Drive end-to-end implementation of Event to Incident Management process & procedures
• Attain full knowledge on event and incident process and demonstrate by applying process knowledge in delivering effective and efficient delivery of Incident process management.
• Summarize and succinctly relate relevant event, actions and next steps during an incident
• Lead the incident management team from process front and manage them in their day to day activities as shift lead
  • Manage 100% flawless customer communications in English
  • Meet 100% of customer SLAs through timely, accurate communications
  • Create timely, accurate and meaningful incident timelines from multiple sources of data
• Document grouped and Detailed alarms in the course of incident and present to all the participants in the bridge.
• Record technical discussions and points during the bridge to prepare quality report for internal business
• Support Major incident bridge – correlating stakeholders, speakers and updates
• Coordinate the necessary stakeholders to create accurate & timely Incident Reports within OLAs
  • Delivery of RFO / IR to customers within SLA.
  • Support and conduct Post Incident Review with respective teams for P1 and if required P2.
• Manage shift engineers along with shift rooster to ensure the Event to Incident processes is resourced and operational 24x7
  • Provide on-call OOH escalation for major incidents
  • Instigate and coordinate periodic review, refresh & update of relevant process Management documents
• Carry out spot checks on works completed by shift members to support performance review
  • Manage and maintain team OLA / SLA trends
  • Maintain MTTR and SLA matrix and identify / appraise improvement area
  • Display excellent skills on communication, Report writing, analytical skills
  • Follow up with actions, recommendations, ongoing incidents & issues proactively & without prompt
  • Support team development through knowledge sharing, mentoring/coaching of resources on specific process/work instruction on the job
  • Identify and promptly report to manager any situation that could impact resources well being and work life balance.
• Single point of contact for associated processes(Event, problem and change management) in P1 bridge

Other accountabilities (optional)

• Identify and implement admin reduction initiatives
• Co-operate with other service operations team for overall service operations objective
• Manage internal team member training
• Arrange team meetings & discussion on Targets /action points /Improvements /Achievements /Challenges
  

Key performance indicators (financial and non-financial)

• Zero customer complaints for communication errors or missed SLAs
• Maintain Customer communication SLA 100%
• Maintain Business communication OLA 100%
• Net Promoter Score >50
• Reduction in MTTR and improvement in SLA performance

Relationships and key contacts

• DCS Operations teams (EU & Asia)
• DCS Customer relationship and post sales teams
• Colt Core – Incident and Change Management Teams

Colt DCS Values


Agility of a Start-Up

The ability to move fast & adapt quickly to changing circumstances. Curiosity, courage & flexibility to challenge, adapt and improve. Continually making things simpler, quicker, better, leaner.
Questions & nurtures ideas to make things faster & more efficient. Turns ideas into action. Advocate for change.


Collaborate to perform

Collaborating across many different teams and geographies to create value for DCS and its customers. Constructive, not conflicting. Clear respect for colleagues. Sharing wider knowledge and expertise
Collaborates with global teams to support key business initiatives. Relates well across different geographies & cultures.


Step Up to Challenges

A relentless focus on execution, excellence and constantly raising the bar. Challenging complacency and being best in class. Stepping up to take real ownership for delivery and identifying ways to ‘move the needle’ on a bigger scale
Focuses self and others on quality, standards & execution. Proactive, steps up to make things happen without being asked to do so, using knowledge and expertise to support others.


Value Creation

Creating value for customers and shareholders through deep engagement & real understanding of their strategies and needs. Take a broad view of business, customer & market dynamics. Constantly think ‘shareholder value’ to drive Colt DCS’s commercial performance.
Understands key business metrics & owns impact on them. Leverages customer relationships



Role specific requirements


Experience

• Mandatory minimum 8+ years in Data Centre Infrastructure environment and/or Incident Management process

• Data Centre infrastructure & Tier specifications
• Leading on major incidents
• Management of incidents throughout their lifecycle
• Delivering to strict OLA/SLA and timelines
• Identifying & implementing process improvements
• Managing team performance & development
• Shift management
• Working across remote teams (EU & Asia)
• Document management & control

Knowledge & Skills

• Excellent spoken and written English
• Excellent MS Office skills – especially Outlook, Word & Excel
• Able to collate information quickly from multiple sources
• Positive approach and Innovative
• Good presentation skills
• Proficient in communication writing
• Eager to drive & fast learner
• Excellent Team player but able to take the lead

Qualifications

Essential:

• Graduate or Post Graduate (preferably in Electrical/ Electronic Engineering) from a reputed institute
• ITIL v3 certified
• Fluent in verbal and written English

Desirable:

• ITIL Intermediate certification
• Six Sigma
• Any other European language add-on desirable

Behaviours

As per Colt DCS Values



Others

• Be aware of information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
• Identify risks related to process and information security and treat/ mitigate the same as appropriate

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 www.colt.net We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace