Manager Remote Hands

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