Data Center Engineer (Onsite)

Job Title: Data Centre Executive Engineer (Remote Hands and Eyes Support and Monitoring)

Location:

Position Overview:

Responsibilities:

1. Remote Hands and Eyes Support:

• Serve as the primary point of contact for remote hands and eyes support requests from internal teams and external clients.
• Perform remote troubleshooting and diagnostics of hardware, network, and infrastructure issues within the data centre environment.
• Execute hands-on tasks as directed by remote engineers, including server reboots, cable swaps, and equipment inspections.
• Document all activities and interventions performed during remote hands and eyes support sessions, ensuring accuracy and completeness of records.
• The suitable candidate should also be able to physically implement the connectivity, if required.

1. DC Monitoring:

• Monitor data centre infrastructure and systems using monitoring tools and platforms, identifying potential issues or anomalies.
• Respond promptly to alerts and notifications generated by monitoring systems, investigating root causes and determining appropriate actions.
• Escalate critical incidents to Level 2 or Level 3 support teams as necessary, providing detailed information and context for expedited resolution.
• Document incident details, resolutions, and follow-up actions in ticketing systems, maintaining a comprehensive record of all incidents and responses.

1. Incident Management:

• Manage and prioritize incoming support tickets and incident reports, ensuring timely resolution and adherence to service level agreements (SLAs).
• Assign tickets to appropriate teams or personnel based on skill set, workload, and availability, tracking progress and ensuring resolution within designated timeframes.
• Communicate proactively with stakeholders and affected parties regarding incident status updates, resolution timelines, and any potential impacts on services.
• Participate in incident post-mortems and root cause analysis sessions, contributing insights and recommendations for process improvements and preventative measures.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Minimum of 1 year of experience in a data centre or IT support role, with hands-on experience in remote hands and eyes support.
• Strong technical knowledge of data centre hardware, networking, and infrastructure components.
• Familiarity with data centre monitoring tools and systems, such as Nagios, SolarWinds, or Zabbix.
• Experience with ticketing systems and incident management processes.
• Excellent communication skills, both written and verbal, with the ability to effectively convey technical information to non-technical stakeholders.
• Proven ability to work effectively in a fast-paced environment, managing multiple tasks and priorities simultaneously.