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Urgent! Support Data Center Colocation Operations Job Opening In الإمارات العربية المتحدة – Now Hiring DU

Support Data Center Colocation Operations



Job description

Key Accountabilities

  • Provide support to Technical Support Desk and Technology Teams for troubleshooting and supporting NBI clients.

  • Handle on-site hardware replacement and troubleshooting related to client incidents.

  • Provide Hands & Eyes support to all NBI DC operation clients residing in Khazna, Meydan and Masdar DC.

  • Meet SLA response times for handling any TT (trouble-ticket) or critical CR (change-request)
  • Support operational level planning and optimization of services, escalation and resolution for all service performance related technical issues.

  • Provide support to consistently exceed Data Center collocation customer expectation as defined in the customer contracts and SLA's to ensure quality customer service objectives (QCS) are met.

  • Ensure clients are receiving critical reports like PPM, power readings, White space physical environment etc.

    on regular basis conforming to the client SLA's.

  • Review and re-engineer the business process and procedures to improve performance and customer experience.

  • Periodically maintain and upgrade the documents related to DC access, client SOMS, Customer services guidelines, Do's and Don'ts of DC.

  • Handle each customer transaction from end-to-end and ensuring customer delight, despite drastic increase in number of transactions.

    Oversee the achievement and maintenance of agreed customer service levels and standards (SLA's).

Qualifications:

  • CCNA/CCNP/ITIL Certifications Preferred
  • Minimum Graduate
  • UPTIME certification is preferred

Experience:

  • A minimum 4 years of experience preferably in customer service within an International IT / Telecommunications organization.

  • Experience Service Support and or Delivery role.

  • Good understanding of ITIL for service management
  • BSc Degree in IT, electrical or electronic engineering

Skills

  • Basic knowledge of Fixed Telecom Products
  • Keyboard proficiency and PC skills (MS Office and MS Outlook).

  • Customer Service focused and Sales orientated
  • Team player
  • Flexible approach towards work
  • Self-motivated / Self-starter
  • Able to work in shifts
  • Problem solving / Analytical skills
  • Strong communication skills written and verbal in one, but preferably two of the following
  • Languages – Arabic / English


Required Skill Profession

Other General



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