Execute all aspects of data center operations including the operation, maintenance and repair of all mission critical equipment and systems supporting a 24x7 data center operation to achieve 100% uptime and 100% compliance with all customer SLAs.
Supervises all construction activity and installations, in coordination with internal and external construction resources, to ensure system design, installation and testing adhere to operational standards.
Witness testing of all equipment during commissioning and validate sequence of operations and receipt of all operational documentation.
Manages provisioning of data center services including colocation, connectivity, raised floor services, deployment and any additional services to be delivered to data center customers.
Manages all local customer installations, in coordination with Sales Engineering, Design & Construction and Colocation Operations to coordinate customer move-ins and turn-ups, including deployments, power circuit installations and connectivity requirements.
Oversees local installation, maintenance and repair of all network infrastructure supporting all Digital Realty and customer connectivity in coordination with internal IT and network personnel.
Supervise local engineering team to ensure adherence to standard operating procedures, sequence of operations and maintenance standards to guarantee execution of Digital Realty’s periodic maintenance program and maintenance calendar.
Develop, implement and audit local standard operating procedures, sequence of operations and maintenance standards to be in compliance with Digital Realty’s standards and industry best practices.
Supervise local change management processes including the review and approval of all Method of Procedures (MOPs) for maintenance and one-time / emergency repair events in coordination with onsite personnel, contractors and customers.
Manage all maintenance and repair contracts to ensure compliance with maintenance standards and operational requirements.
Confirm all vendors are qualified and adhere to Digital Realty’s performance standards and scopes of work.
Responsible for timely execution of data center services such as remote hands, customer installations and service requests.
Supervise security personnel and manage security systems including the adherence to security policies and compliance programs (as required by the Real Estate Manager)
Act as primary technical and operational contact for data center customers both as the technical lead and local point of escalation during emergency events and day to day operations.
Develop knowledge of customer’s core business and the business function of the customer’s local datacenter operation.
Manage technical and operational incidents at the property, including the implementation of emergency response procedures, resource coordination, customer communication, root-cause analysis and post event remediation.
Identify trends and analyze risks to articulate implications and impact to data center operations. Track operational metrics and other data to provide Senior Management oversight and control for both snapshot data and long-term trend analysis.
Identify process based improvements that generate operational and financial efficiencies including the development and presentation of the business case.
Support Real Estate Manager with the management of expenses and assist all budgeting, forecasting and reporting requirements by providing capital and expense requirements and justifications.
Support pre-sales process, including, but not limited to, conducting sales tours and reviewing lease proposals and lease agreements to confirm compliance with Digital Realty standards and local requirements.
Support various accreditation initiatives, including, but not limited to, SSAE16, SOC2, ISO 27001, etc. as may be required by Digital Realty.
Maintain compliance with local health & safety (i.e. OSHA) standards and national electrical and building codes.
Keys to Success
Achieve Five 9’s of Availability for all data center operations
100% compliance with all customer SLAs
100% compliance with all capacity & inventory management requirements
100% site compliance to all standard operating procedures
Internal & external customer communication and relationships maintained to highest standard
100% compliance with internal escalation protocols for all customer impacting events pursuant to Digital Realty’s escalation standards
100% compliance with all health & safety standards and electrical and building codes
100% compliance with Digital Realty’s critical stock & parts standards
100% compliance with Digital Realty’s internal quality assurance and assessment programs as well as the various accreditation initiatives undertaken by Digital Realty, including, but not limited to, SSAE16, SOC2, ISO 27001, etc.