Lead Technical Support Analyst Data Center

Role: Lead Technical Support Analyst

Location: Bangalore / Mumbai Data Center
Openings: 1 per site
Shift: Business Hours + 24x7 On-call

Experience

• Minimum 7–10 years of Data Center Infrastructure experience.


• Prior experience leading Data Center operations teams.

Qualification

• Same as Technical Support Analyst.


• RCDD certification preferred.

Technical Skills

• Expert knowledge on Data Center Infrastructure Operations, maintenance and management.


• Understanding and hands on experience on Racking & Stacking of device


• Level 1 knowledge on Server, Storage & Network Hardware Installation, iLO and management configuration


• Complete knowledge on Data center best practice standards recommended by TIA-942 and BICSI Best Practices

Structured Cabling Systems :

• Work experience on different type of structured cabling systems, specially on the data center cabling systems, distribution systems, cross connect technologies, best practices, installations, trouble shooting, management and maintenance.


• Design, build and implementation of structured cabling systems, capacity planning and deployment.


• Inside knowledge on different type of copper cablings, Cat-5  to Cat-7A


• Inside knowledge on different type fibers, Single Mode & Multimode Fibers

Electrical Systems :

• HV, MV & LV Systems


• Different type of electrical panels


• HT Panels, LT Panels


• Capacitor panels


• Power DBs


• Lighting control systems


• Rack power distribution units


• Single and Three Phase power technologies


• UPS & Batteries


• Isolation transformers


• Diesel Generators and AMF panels

HVAC systems :

HVAC systems fundamental knowledge

Different type of cooling systems

Control and management of HVAC system

Level-1 trouble shooting and fault diagnostics

AHU / PAHU systems

Building management systems (BMS) :

• Complete knowledge on building management system (BMS) with multi-modeling


• Understanding of BAC-NET, Mod-Bus, RS-485 protocol, digital and analogue signaling, 


• SNMP integration with different type of devices


• Knowledge on BMS functional architecture


• Real time monitoring, reporting and management


• Dash-board reporting


• Trends reporting


• Alarm reporting


• Alerts reporting


• Components wise monitoring and reporting


• Threshold setting and reporting


• Knowledge on DCIM functional architecture


• Integration management of third party systems and DCIM


• Asset Management


• Incident & Change Management (ITIL)


• Hardware Troubleshooting


• Vendor Coordination


• Microsoft Office


• Ticketing Tools


• Understanding of Fire Alarm Systems, its sub-components, alarm reading and reporting


• Knowledge on Fire Alarm System management and integration with all other connected systems


• Knowledge on VESDA management and integration with all other connected systems


• Knowledge on Fire Suppression System management and integration with all other connected systems


• Knowledge on Access Control System management and integration with all other connected systems


• Knowledge on Power Monitoring System management and integration with all other connected systems


• Knowledge on Cooling Monitoring System management and integration with all other connected systems


• Knowledge on WLD & RR System management and integration with all other connected systems


• Knowledge on Surveillance System management and integration with all other connected systems

Responsibilities

• Install, relocate and decommission servers, storage and network devices.


• Perform rack, cabinet and cable installation.


• Hardware staging and testing.


• Maintain structured cabling.


• Hardware labeling and documentation.


• Update DCIM and Asset Management records.


• Execute Change and Incident requests.


• Coordinate with OEMs and vendors.


• Support troubleshooting activities.


• Perform daily health checks and walkthroughs.


• Escort vendors within Data Center.


• Maintain inventory of hardware and cables.


• Generate shift reports and documentation.


• Ensure compliance with Client processes and standards.

Additional Skills

• Team Leadership


• Shift Planning


• Resource Scheduling


• Vendor Management


• Stakeholder Management


• Project Coordination


• SLA Management


• Capacity Planning


• Training & Knowledge Transfer


• Escalation Management

Responsibilities

In addition to all Technical Support Analyst responsibilities:

• Lead the on-site Data Center support team.


• Plan and supervise daily operations.


• Prepare shift rosters and resource allocation.


• Review incidents and change records.


• Coordinate with Client stakeholders.


• Participate in project planning meetings.


• Manage vendor performance.


• Ensure SLA compliance.


• Review DCIM accuracy and documentation.


• Conduct knowledge transfer and onboarding.


• Prepare weekly/monthly operational reports.


• Handle critical incident escalations.


• Act as the primary point of contact for Client management.


• Provide 24x7 on-call support for major incidents and planned activities.