Associate –Snag Resolution

Job Profile : Associate –Snag Resolution

Location

Role Purpose:

The Associate – Snag Resolution is responsible for providing essential support to the Customer Program team within the Delivery department, specifically focusing on the identification, documentation, and tracking of "snags" or defects encountered during data center delivery, commissioning, and initial customer handover phases. This role involves meticulous record-keeping, facilitating communication between technical teams and the customer program, and ensuring timely follow-up to support the efficient resolution of identified issues, ultimately enhancing customer satisfaction.

Overall Experience :

• 1-4 years of experience in a support role within construction, facilities management,
• operations, or customer service, where tracking and follow-up on issues were key
• responsibilities.
• Experience in roles requiring coordination with technical teams.
• Industry Awareness: Basic understanding of data center infrastructure components (e.g.,
• racks, power distribution units, cooling units, cabling) and their operational significance.
• Delivery Lifecycle: Familiarity with data center project delivery phases, especially
• commissioning and handover to customers.
• Quality Checkpoints: Exposure to quality inspection processes or checklists for physical
• infrastructure.

Key Responsibilities:

Snag Identification & Documentation:

• Field Support: Assist the Senior Manager - Customer Program and technical teams during site walkthroughs, inspections, and commissioning activities to identify operational and construction-related deficiencies or "snags."
• Detailed Logging: Meticulously document all identified snags, including location, description, severity, photographic evidence, and initial assessment, in the designated tracking system.
• Categorisation: Categorize snags accurately based on predefined classifications (e.g., electrical,
• mechanical, civil, IT, cosmetic) to facilitate proper routing.

Tracking & Communication:

• Progress Monitoring: Continuously monitor the status of open snags, following up with relevant internal technical teams (e.g., Engineering, Operations, Project Management, IT/Network) to obtain updates on resolution progress.
• Stakeholder Updates: Facilitate regular communication by compiling progress reports on snag resolution for the Senior Manager - Customer Program and other internal stakeholders.
• Information Flow: Ensure accurate and timely information flow regarding snag status between customer-facing teams and technical resolution teams.

Coordination & Closure Support:

• Resolution Facilitation: Assist in coordinating schedules for re-inspection or re-testing once snags are reported as resolved by technical teams.
• Verification Support: Support the verification process to ensure snags are truly resolved to the required standards before final closure.
• Closure Documentation: Ensure all necessary documentation for snag closure, including signoffs and verification reports, is complete and correctly filed.

Required Skills & Competencies:

Attention to Detail & Accuracy

o Meticulous Documentation: Exceptional attention to detail in documenting observations,

recording data, and maintaining accurate records.

o Data Integrity: Strong commitment to accuracy and consistency in all data entry and

reporting.

o Observational Skills: Keen observational skills to identify subtle deficiencies or nonconformances

on-site.

Coordination & Communication:

o Follow-up Acumen: Excellent organizational skills and a proactive approach to following up

on outstanding items and obtaining information.

o Interpersonal Skills: Good verbal and written communication skills for clear interaction with

diverse technical and non-technical teams.

o Collaboration: Ability to work effectively in a team environment and facilitate coordination

across various departments.

Technical Aptitude & Problem-Solving:

o Learning Capacity: Eagerness and ability to quickly understand basic technical concepts

related to data center infrastructure (e.g., electrical components, cooling systems, cabling

standards).

o Basic Troubleshooting: Foundational problem-solving skills to understand reported issues

and assist in initial categorization.

o Tool Proficiency: Competency in using basic office software and willingness to learn specific

snag tracking or project management tools.

Education :

 Bachelor's degree in Engineering (Electrical, Mechanical, Civil, or Computer Science),

Facilities Management, or a related technical discipline.

Add. Qualifications: ( If any)

• Technical Certifications: Basic certifications in relevant technical fields (e.g., IT hardware,
• electrical safety, basic networking) are a plus.
• Software Proficiency: Proficiency in Microsoft Office Suite (Excel, Word, Outlook) for data
• entry and basic report generation. Familiarity with project management software (e.g.,
• Jira, Asana, Trello) or ticketing systems is an advantage. Quality Management Fundamentals: Basic understanding of quality control or assurance
• principles.