Technical Operations Manager

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China NTT Full time

About the Role

This is a management position responsible for the day-to-day operations of the data center facilities infrastructure, ensuring the availability, reliability, and security of IT systems and data. The Manager, IT Data Centre Operations is accountable for service delivery at the highest level, ensuring client satisfaction and the successful continuance of business operations.

Key Responsibilities:

  • Provides technical guidance and support for 24/7 technical teams and develops training plans for NOC team and facilitates cross-training and peer mentoring.
  • Develops and approves policies, standards, and procedures for the NOC.
  • Leads the team in the implementation of strategic initiatives.
  • Oversees and monitors the performance of assigned computing systems through subordinates and ensures systems are managed to client SLA requirements.
  • Has oversight and ensures the management of any incidents impacting SLAs.
  • Responsible for resource planning and work allocation to meet agreed service levels and identifies opportunities for continuous service improvement.
  • Ensures the recovery of assigned computing systems in the event of an unexpected outage.
  • Ensures any routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
  • Ensures the deployment of any communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
  • Participates in 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.
  • May participate in any 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.
  • Works with clients to negotiate SLA expectations, policies, standards and procedures.
  • Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders.
  • 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.

Requirements

  • Advanced 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.
  • Excellent knowledge and understanding of the principles of service support as defined in the ITIL framework.
  • Excellent organizational and team leadership skills.
  • Highly focused on business outcomes.
  • Advanced knowledge of enterprise ticketing systems.
  • Advanced knowledge of Managed Services products within the IT field.
  • Advanced 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 advanced industry knowledge, including recent trends in technology and awareness of competing products and services.

Academic Qualifications and Certifications:

  • 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.

Required Experience:

  • Advanced experience gained within a data center environment.
  • Advanced experience in structured cabling which includes troubleshooting of fiber and copper cabling.
  • Advanced experience in installation of servers, switches, PDU's, and patch panels.
  • Advanced experience working in Network Operations or Help Desk environment.
  • Advanced management experience gained within a large 24 x 7 help desk / technical support environment responsible for providing support to revenue-generating external customers.
  • Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements, etc.).
  • Advanced demonstrated experience in organizational change management (transformational experience).

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