Senior Service Coordinator at MainOne

Responsibilities:            
The Data Centre Service Coordinator will be responsible for the Maintenance of the Data Centre White Space area and manages customer service delivery in the Data Centre. He/She specializes in the execution of tactical plans for the data centre services to ensure continuity of operations for the organization. He/She is the custodian of the Data Centre white space and will be required to plan, design, manage and support the white space infrastructure.

Key responsibilities will include;

• Ensuring a consistent client experience in providing DC Services
• Following and executing best practices linked to ITIL disciplines
• Understanding of Service Level Agreements (SLA) for clients in the facility
• Responsible for coordinating on-boarding activities for clients, and executing client setup/configurations
• Managing and coordinating of Client rack installations, power up and interconnectivity
• Active participant in the Change Advisory Board (CAB)
• Responsible for planning and coordination and execution of Change Records (CR) as it relates to Data Centre Space, power and cooling management
• Responsible for client expectation management
• Providing support to Operations Centre (NOC)/Service Desk initiatives and providing assistance for client communications
• Contributing, creating, and updating Standard Operating Procedures (SOP) documentation and reporting periodically
• Identifying and recommending automation, process improvements, and identifying opportunities for increased reliability and a better client experience
• Reviewing and reporting on daily operational logs with Data Centre Manager
• Performing other duties as requested by the Data Centre Manager
• Ensure timely reporting and escalation of faults to designated persons (suppliers / internal stakeholders).

Qualifications, Skills & Competencies

• A good Bachelor’s Degree in Electrical Engineering, Computer
• Science/ Engineering with minimum of 7 Years industry experience, 4 of which must be in a Computer Centre /Data Centre environment. ITIL® qualification and practical knowledge will be an advantage.
• About 3 years’ experience, or exposure, to structured cabling and facilities management
• Demonstrated proficiency in the use of MS Office suite, including Visio
• Exposure to formal project delivery methodologies
• Strong organizational and time management skills
• Customer service, focused on overall client satisfaction
•  Ability to work within a deadline-oriented team environment, to prioritize work, and ability to work independently
• Strong analytical skills and motivation, together with the ability to multi-task
• Ability to recognize, diagnoses, and solve problems without undue assistance
• Strong written and verbal communication skills, which include the ability to prepare reports and format documents, and client correspondence
•  Strong operations and technology acumen
• Excellent attention to detail, aligned to strong verbal and written capacities