Senior Manager, Data Center Support Services

As a leader in the Cloud Hardware support organization, you will be responsible for leading teams of Datacenter Technicians and/or Field Engineers assigned for delivery of on-site support, installations, proactive services in a defined territory and/or data center sites across Thailand. Focuses to meet the required service levels 24x7, improve and drive customer satisfaction, identify business opportunities and mitigate any operation gaps. The role involves significant communication at all levels internally and externally. A primary point of contact responsible for facilitating and providing advice and assistance on diverse situations and escalated issues.
Minimum Job Qualifications
Education and/or Experience:
9 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Bachelor's Degree in Computer Science, Information Systems, or related field AND 5 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Master's Degree in Computer Science, Information Systems, or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Doctorate in Computer Science, Information Systems, or related field AND 1 year of experience in client-facing, direct customer support and service, data center, or related field experience.
Job Skills:
Same skills as prior level plus;
Technical Leadership: Demonstrated ability to provide technical leadership and mentoring on complex projects.
Data Center Operations Demonstrated ability to perform on-site IT infrastructure support within a data center environment.
Preferred Job Qualifications
Education and/or Experience:
9 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Bachelor's Degree in Computer Science, Information Systems, or related field AND 5 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Master's Degree in Computer Science, Information Systems, or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience
OR
Doctorate in Computer Science, Information Systems, or related field AND 1 year of experience in client-facing, direct customer support and service, data center, or related field experience.
People Leadership/Management Experience:
2 years of experience in a leadership role with direct reports.
IT Infrastructure/Server Trouble Shooting Experience:
4 years of experience in IT infrastructure, data center services, or server administration.
Cloud Environment (Hyperscale) Experience :
3 years of experience in hyperscale cloud environments.
Certifications:
Data Center or Cloud Industry Certifications.
Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Manages teams conducting end-to-end on-site hardware installation, removing and troubleshooting hardware and configurations for a region.
-Oversees operations across teams performing server upgrades and component replacements for an existing customer base for a region.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Oversees teams implementing designed and defined network communications and solutions, including cabling validation and networking equipment for a region.
-Coordinates additional resources or subject matter experts to address highly complex or unresolved issues.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Oversees data center environments, customer environments, and/or operations for a region, addresses identified and escalated complex trends, and ensures problem resolutions are documented.
-Maintains awareness of outage situations for clients and manages major outage situations for clients ensuring resolution.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for a region.
-Drives the implementation of required security controls, including updates and maintenance for a region.
-Ensures and leads team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
Continuous Improvement:
-Determines scope of skills and requirement of trainings to advance less experienced technicians in their understandings and refine technicians' skill set.

Skills
Customer Support, Documentation