Data Center Operations Team Lead — NOC

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The Senior Team Lead, IT Data Centre Operations is a developing management role, responsible for collaborating to set standards and ensures the delivery of services to clients for a 24 x 7 x 365, Enterprise Service Desk that provides remote level I and level II technical support to users worldwide.

This role is responsible for assisting with the design of and delivering industry leading technologies and services to clients.

This developing people management role is responsible for the day-to-day operations of their team(s) and provides guidance and mentorship whilst fostering a collaborative and high-performing work environment.

• Supervises and provides technical guidance for 24/7 technical staff and develops training plans for NOC team and facilitates cross-training and peer mentoring.
• Participates in and ensures approval of the development of policies, standards, and procedures for the NOC.
• May operate as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for team if required.
• Oversees and monitors the performance of assigned computing systems through subordinates. Ensures systems are managed to client SLA requirements.
• Manages and communicates incidents impacting SLAs and responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
• Maintains, develops and improves reporting capabilities in the NOC. Makes regular reports to management on compliance with SLA objectives.
• Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs.
• Leads, contributes to and provides technical QA for outage postmortem analysis.
• Leads and participates in technical troubleshooting calls.
• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
• Manages client operational calls and runs critical incident calls.
• Contributes to production of scheduled management reports and attends and presents reports at service review meetings.
• Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targets.

• Seasoned knowledge of voice and data networking principles as well as an excellent knowledge of the specific technologies used by clients, such as Juniper and Cisco switches and routers, networking infrastructure technologies, WAN technologies, and routing protocols.
• Seasoned knowledge and understanding of the principles of service support as defined in the ITIL framework.
• Good organizational and team leadership skills.
• Highly focused on business outcomes.
• Seasoned knowledge of enterprise ticketing systems.
• Seasoned knowledge of Managed Services products within the IT field.
• Seasoned knowledge of data center and collocation products and services.
• Possess excellent written and verbal communication skills coupled with excellent interpersonal and customer service skills.
• Ability to work well under pressure and deal with changing circumstances.
• Flexible and adaptable to meet the team’s needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Innovative with a great deal of initiative and a collaborative, yet proactive approach.
• Requires commercial awareness and relevant industry knowledge, including recent trends in technology and awareness of competing products and services.

• Bachelor’s degree or equivalent in Information Technology or Technology Engineering or related field.
• Relevant certifications such as ITIL, HDI preferred.
• Additional certifications such as MCSE, RHCE, CCNA, CCDA preferred.

• Solid experience gained within a data center environment.
• Solid experience in structured cabling which includes troubleshooting of fiber and copper cabling.
• Solid experience in installation of servers, switches, PDU’s, and patch panels.
• Relevant demonstrated experience working in Network Operations or Help Desk environment.
• Developing demonstrated supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to…