Manager Remote Hands

Job Description

Position Title:

Manager Remote Hands

The Manager Remote Hands will assist all Digital Realty customers by providing “best in class” technical support. The Manager Remote Hands will oversee all tasks and personnel of the Remote Hands team in the Data Center and serve as an immediate point of contact for all Remote Hands tasks assigned to the site. The Manager Remote Hands will oversee and support all Digital Realty customer demands which may include racking and stacking of equipment, cabling, cross connects, etc.

Internally, the Manager Remote Hands may work with the Deployment and Implementation teams, the Command Center, Provisioning team and Project Management to ensure relevant installations meet delivery dates and create a positive customer experience. The Manager Remote Hands will be responsible for overseeing work queues, personnel scheduling and asset management to ensure all requests are completed within the agreed Service Level Agreement time frame.

The Manager Remote Hands will also provide assistance to other members of the Operations team to ensure 100% uptime of all customers and critical infrastructure.

• Oversee Remote Hands personnel and provide next level support as a subject matter expert
• Manage Remote Hands team including hiring, personnel evaluations, coaching, etc.
• Schedule jobs and personnel to meet project deadlines
• Review and approve employee time sheets
• Generate status reports as required from management.
• Manage tool and test equipment needs and inventory at the site
• Ensure the proper classification and closure of all requests assigned to the site
• Perform and oversee Remote Hands services which are tracked through the Digital Realty ticketing system. This includes, but is not limited to the following services:
• Equipment Rack and Stack
• Cable, terminate, and dress fiber or copper network cabling
• Assist customers with the diagnosis of hardware and software issues on their equipment
• Power cycling of customer equipment
• Perform cabinet/cage audits
• Blade/Card, Memory, Hard Drive, and Transceiver installations or removal
• Testing and troubleshooting of copper and fiber optic circuits
• Perform migrations of equipment, power, or networking devices
• Shipping and Receiving of packages
• Provide timely customer and internal updates using a computer based ticketing system
• Use of power and hand tools (e.g., screwdrivers, drills, wire strippers, punch down tools, etc.)
• Perform and oversee quality assurance checks on all requests and Remote Hands projects to ensure accurate completion
• Point of contact for remote Hands services escalations and operational processes
• Assist the Regional and local management with the training and transfer of knowledge to all technicians.
• Adhere to, and ensure team adherence to, Standard Operating Procedures
• Oversee overall Data Center cleanliness and appearance
• Report to the facility within a 1 hour average for emergency assistance as needed
• May lift and handle up to 50 pounds
• May bend, stoop, and stretch as required for placement and retrieval of network devices, materials, or equipment
• May be required to work under a raised data center floor

• 2+ years of Management /Supervision of personnel
• 5+ years of experience in Telecommunications or Data Center related field
• CompTIA A+ / Net + Certification
• Ability to rack, stack, cable, and troubleshoot network devices such as routers, switches, firewalls, and servers
• Knowledge of various fiber optic and copper connectivity methods including Ethernet, TDM, SONET and DWDM topologies
• 5+ years use of industry standard test equipment for certifying copper and/or fiber network cabling
• Strong structured cabling installation and termination background
• Strong troubleshooting and root cause analysis skills
• Professional business communication and interpersonal skills
• Effective organizational skills and attention to detail
• Leadership and Team experience
• Advanced skill in Microsoft:
  Windows Operating Systems, Office Suite versions, and Visio
• Knowledge of Telcordia installation standards
• Understanding of network device deployment
• Ability to train lower level technicians
• Strong analytical skills
• CCNA preferred

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