Datacentre Operations Analyst

Based Woking, Surrey - GU21 3BA

24/7 shift

The Analyst – Data Centre Operations will aid in the deployment, operation and management of the Customers in its centres. Reporting to the Manager – Data Centre Operations, this role primarily includes the managing of whitespace, colocation and managed customer racks, data cabling, power management, hardware installation, circuit installations, media handling, and fulfilling tasks for our customers on the data centre floor as and when required.

Key Responsibilities
This is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 10 maximum). These are indicative of the role and as such the job holder is expected to undertake other duties and responsibilities relevant in nature, level and grade.

• Provide operational support to the required level for all customers based in a Site. This may include verbal and written communication as well as face to face interaction with various levels of customer employees
• Manage maintenance and progression of records for all work and status updates by making use of the prescribed system to do so, i.e. the Ticketing System, Capacity and Tracking Systems, Online Tools and Databases etc.
• Conduct work either for or at the direction of the company for itself or on behalf of its customers, i.e. audits (site and rack), cabling, cross connects, decommissioning, tape rotation, etc.
• Implement and undertake the maintaining of the physical hosting infrastructure (racks, patch frames/panels, data and power tray work, data cabling and cross connects, Telco Carrier space).
• Assist the Site Manager in the maintenance of the look and feel of the site in cooperation with the Product and Support Groups (floor walks to ensure cleanliness, removal of rubbish, process deliveries and collections, monitor and support mechanical and electrical function).
• Communicate with the customer in order to manage the work for the support and setup of customer-specific requirements and when needed provide assistance to the relevant internal teams.
• Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company’s values.

Compliance to security policies and other company related policies and procedures are an integral part of employment. Therefore, all staff are expected to:

• Ensure you are aware of and abide by all relevant Company regulations and policies relevant to the role.

Follow Company / departmental policies and working practices, ensuring that no breaches of information security result from any actions.

• Ensure data protection is maintained and information is made available on a need to know basis.

Play an active role in the prevention of unauthorised access and damage to information.

• Report security weaknesses and incidents appropriately to relevant personnel, including the Security function in a timely manner.

Person Specification
This section describes the sum total of knowledge, experience & competence required by the job holder that is necessary for standard acceptable performance in carrying out this role.

Qualifications and Professional Membership

Essential/
Desirable

Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE) credential(s)

Desirable

Application/CV

Cisco Certified Entry Networking Technician (CCENT) or applicable Cisco Certified Network Associate (CCNA) credential(s)

Desirable

Application/CV

ITIL V3

Desirable

Application/CV

Technical Competencies (Experience and Knowledge)

Essential/
Desirable

Minimum one (1) year experience in a similar role such as experience gained in a Business Continuity or a Managed Services environment

Essential

Application/CV

Experience handling and storing customer data

Essential

Application/CV

Firm understanding of data cabling installation, management and patching

Essential

Application/CV

Experience in using a ticketing system

Essential

Application/CV

Understanding IT systems

Essential

Application/CV

Rack Installation

Desirable

Application/CV

SQL database scripting

Desirable

Application/CV

Customer Service experience

Desirable

Application/CV

Advanced Application Use (Excel, SharePoint, Google docs, Office 365 etc)

Desirable

Application/CV

Computer hardware maintenance experience (troubleshooting,diagnostics, repair, replacement )

Essential

Application/CV

Skills and Behavioural Competencies

Essential/
Desirable

Excellent communication skills, written and verbal, for customer interaction

Essential

Interview

Excellent organizational and time management skills

Essential

Interview

Excellent communication skills, written and verbal, for customer interaction

Essential

Interview

Essential/
Desirable

Job does involve shift work. 24/7

Essential

Application/CV