DATA CENTER OPERATIONS MANAGEMENT FOR APDC

Job DescriptionAccess Management & Coordination• Act as the primary authoriser and controller for all physical access to the data centrefor internal staff, external customers, and vendors.• Manage the end-to-end access creation process, ensuring all access requests followsecurity and compliance standards.• Facilitate site access for vendor engineers, escorting them for hardware services andmaintenance tasks when required.Ticketing & Workflow Management• Process, raise, and track service tickets for all operational activities, ranging fromserver reboots to infrastructure change requests.• Act as a central coordinator, receiving, reviewing, and responding to break-fix tickets,escalating unresolved issues to the appropriate technical teams or subject matterexperts.• Ensure all ticket updates and documentation are processed within agreed ServiceLevel Agreements (SLAs).Installation & Decommission Coordination• Plan, schedule, and oversee the deployment, installation, relocation, anddecommissioning of client hardware (servers, storage arrays, network devices).• Work closely with client representatives and vendors to manage their physical (rackand-stack) and remote hands requests within the data centre.• Manage the logistics of equipment shipping, receiving, and inventory tracking forinternal and customer assets.DCIM & Asset Management• Utilise DCIM tools like Sunbird dcTrack to maintain accurate asset records,including rack elevations, device details, and connectivity diagrams.• Perform and document regular inventory verification | counts and cabinet | cage auditsto maximise space and power utilisation.• Monitor environmental metrics (power, cooling, space) through the DCIM platformand report on capacity utilisation.Preventive Maintenance & Process Improvement• Learn and contribute to the development and execution of Preventive Maintenance(PM) schedules for facility and IT infrastructure.• Assist in developing, reviewing, and adhering to standard operating procedures(SOPs) and maintenance operation protocols (MOPs) for all data centre activities.• Participate in post-incident reviews and contribute to root cause analysis (RCA) foroperational discrepancies.Vendor Relations & Project Support• Act as the on-site liaison between the data centre and external vendors or serviceproviders for maintenance, installation, and other contracted services.• Coordinate with internal teams (network, systems, security) and external partners toensure successful delivery of infrastructure projects within defined timelines.• Contribute to small to mid-scale project delivery, including new customer rollouts orinternal system upgrades.Customer Service & Support• Communicate effectively with a wide range of technology users to understand theirsupport needs and address challenges.• Provide regular status updates to internal management and external clients on projectmilestones, incident resolutions, and operational requests.Shift & Standby Roles (Primary / Secondary)• Serve as the primary point of contact for operational coordination during office hours(e.g., 9:00 AM – 6:00 PM, Monday to Friday).• Participate in a rotating on-call standby schedule outside of office hours (evenings,weekends, public holidays) as either Primary or Secondary responder.• Primary On-Call Role: Responsible for first response to after-hours alerts, customerescalations, and urgent tickets. Expected to acknowledge and initiate coordinationwithin agreed SLA response times.• Secondary On-Call Role: Provides backup to the Primary; escalates to Secondary ifPrimary is unavailable or if the incident requires additional support.• Document and hand over any after-hours actions during the next office hours shift.Data Centre Governance & Compliance• Implement and enforce governance frameworks for data centre operations, includingchange management, access control, asset lifecycle management, and vendorcompliance.• Ensure all activities adhere to established SOPs (Standard OperatingProcedures), MOPs (Maintenance Operation Protocols), and EOPs (EmergencyOperating Procedures).• Conduct regular audits of physical security, access logs, and operational records tomaintain compliance with internal policies and external regulatory requirements.• Maintain accurate documentation for governance reporting, including incident logs,change requests, and risk assessments.