- Work with customer and define, develop and deliver key results in Systems, storage and network.
- Define processes (SOP) for all the said domains.
- Manage a 24x7 team for the following o Datacenter optimization
- Storage Transformation – Strategy planning and design
- Data protection planning and feasibility
- Server optimization strategy planning and design
- Platform assessments and migration planning services
- Manage SLA for service requests and incidents.
- Manage and provide support for MIM (Major incident management).
- Report and Manage KPI.
- Accountable for all critical outages. Drive all critical outages to resolution in the quickest time possible.
- Monitor Major Incident communication and coordination processes, involving all Third-Party Contractors and to the client
- Resolve disputes regarding incident priority through agreement of the parties where possible
- Put in a process to monitor overall ticket volumes and performance and audit ticket quality.
- Facilitate Risk Tracking, identify and/or tracker identified risks and present to customer.
- Drive improvements identification and where possible agree with customer on domain specific for both technical and process.
- Consistently liaise with different towers in business units to share findings, best practices with an intension to improve SM efficiency.
- Coach and mentor the team for improved effectiveness.
- 15+ years of experience in IT datacenter operations.
- Must be able to write and communicate effectively in Mandarin.
- Broad technical knowledge in data center technologies.
- High level knowledge on DC architecture, designs.
- Knowledge of tools, techniques and process for: data center consolidation, rationalization and virtualization
- Customer Service focused.
- Ability to put self in the customer's shoes and never lose sight of how end users think, react and could be impacted.
- Experience in multivendor support environment – Cisco, Checkpoint, EMC, IBM, HP, Netapp.
- Understanding of IT infrastructure layers, components and their interconnections. Need to know how a Datacenter operates with foundation skills on Networks, storage and systems.
- Excellent probing, problem solving & analytical skills.
- A pro-active mindset in order for early determination of risks and gaps in daily operations and plan, design, and implement suitable solutions.
- Proficient in Continuous improvement activities, ability to drive continuous improvement activities through-out the organization.
- Strong customer interaction and stakeholder management skills.
- Flexible and adaptable, able to work in ambiguous situations. Extensive experience in Conflict Management.
- Strong people enablement & coordination skills.
- Experience in infrastructure project transitions.
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