The Senior Data Center Manager (DCM) position is a key leadership role responsible for overseeing a team of Data Centre Technicians who support various the company's business functions, such as OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud, C@C, and On-Prem. In this position, the DCM handles all Cloud Hardware Support activities, including break/fix operations, installations, inventory management, and quality control within a designated territory, ensuring 24/7 on-site service level adherence to SLAs/OLAs.
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Key responsibilities include fostering strong customer relationships, managing conflicts and escalations, documenting issues, and implementing process improvements. The DCM will also drive leadership initiatives such as employee development, performance evaluations, and hiring within the team. Additional duties involve monitoring KPI improvements, shift planning, SLA compliance, and effective communication across teams.
Key Responsibilities:
- Improve KPIs and metrics for the company's businesses (OCI Commercial, DRCC, Alloy, Multicloud, C@C) in the assigned territory.
- Manage daily operations in Cloud Hardware Support across all Data Center sites/DRCCs/C@C in a 24/7 mission-critical environment.
- Ensure adherence to 24/7 on-site service levels and company SLAs/OLAs to increase customer satisfaction and identify business opportunities.
- Engage in proactive resource planning to meet SLAs and presence requirements.
- Facilitate customer relationships as the primary contact for customers, service teams, and partners, addressing escalated issues and diverse customer situations.
- Coordinate and resolve conflicts, adhering to best practices.
- Serve as a liaison between various the company's data centre environments and management, successfully managing all levels of internal and external communications.
- Document and address issues raised in meetings with DCO Management and other partners.
- Implement and reinforce operational process improvements to ensure timely service delivery.
- Effectively report on progress, KPIs, and incidents up the management chain.
- Negotiate and coordinate with local vendors to drive performance and set expectations.
- Lead and grow your teams, providing progression, mentorship, and training to enable their success.
- Instill a culture of continual improvement and learning in all aspects of the role.
Work Conditions:
This role requires a 24x7 commitment to participate in the manager-on-duty on-call rotation program.
