Job description:

Senior Analyst / Data Center Role: Data Center Hardware Specialist
Changes to the data center infrastructure
The placement of new devices in the data center
Manage the daily data center aspects of hosting refreshes or infrastructure changes
Partnering with local Facilities team to operate the data center efficiently
Partnering with site management to ensure BIS policies and procedures followed
Reporting of KPI metrics to data center management
Weekend and after business hours work is required to fulfill project installation objectives and milestones
Documenting the receipt of goods received
Monitoring the health of the data center infrastructure
Daily operation of the ATL (Equinix sites only)
Daily security walk-throughs of the data center
Providing first level support on incident tickets
Providing third level support on incident tickets
Maintaining inventory of hosted devices
Ensuring the tickets noted above are worked according to established data center standards and best practices.
Prioritizing work coming through the Intake queue
Daily vaulting of tape ejected by ATL and returned from off-site storage (Equinix sites only)
Ensuring the Intake Queues tickets are completed according to data center standards and practices
Provides work guidance to junior members of the Data Center Services team.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases