Data Centre Operations Technician / Team Leader

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Job Description

As part of the role, you’ll be required to go through National Security Vetting clearances (SC, NPPV3 and BPSS).  The process of you gaining clearances will be funded by the company.

Overall purpose of the job:

• Responsible for providing customer support to our large and diverse client base ensuring Service Levels are maintained and the ticketing system is fully up to date.
• The role will act as a senior technical resource within the team, supporting operational excellence, mentoring colleagues and contributing to continuous improvement initiatives. For the right candidate, this position offers a clear pathway into Team Leader and broader management responsibilities.

Key responsibilities for this job:

Data Centre Operations 

• Installation, patching and configuration of bespoke environments for various internal and external vendor solutions using a variety of different manufacturers of Network, Server and Storage Hardware. 
• Use internal ticketing systems and uphold fault resolution SLAs in line with contractual obligations around troubleshooting, configuration and replacement of components within a variety of managed services Hardware. (Servers, Switches, Firewalls, Storage Arrays etc). 
• Installation, configuration and effective load balancing of Intelligent PDUs for power monitoring. 
• Troubleshoot local area network (LAN) connectivity issues and support internal teams to re-establish remote access to customer environments via SSH, Terminal Services/Remote Desktop Services or Remote Access Controllers. 
• Basic troubleshooting of structured cabling links between racks identifying any faults or inconsistencies and liaising with internal or external Cabling teams to repair and re-test. 
• Build, utilize, maintain and deploy custom DCIM software ensuring 100% adoption and accuracy is achieved in all Exponential-e client Data Centres. 
• Work with various departments within the business alongside professional and managed services as well as the Data Centre Managers to establish procedure improvements and knowledge sharing across departments.  
• Drive operational excellence and continuous Improvement within the Data Centre by working closely with the Data Centre Specialists and Mangers to establish a library of supporting procedure documentation. 
• Produce monthly reports on Space, Power & Structured Cabling capacity to ensure expansion and additional cabling deployments are addressed in a timely manner and Power is closely monitored. 
• Participate, contribute and adhere to strict change control procedures when performing critical moves, adds and changes to any of the supported environments within the Exponential-e Data Centre’s. 
• Build a good rapport and show competency with local policies and procedures of our third-party Data Centre providers and Hosts. 

Data Centre Access, Site Management, Proactive System Monitoring & Remote Hands 

• Maintain a professional and disciplined approach when working within Exponential-e Data Centre’s. 
• Uphold adherence to ISO 9001, ISO 27001, ISO 20000 & ITIL standards and best practices. 
• Manage, process and host access, remote hands and delivery tickets for any visitors or specialist third party technicians requiring access. 
• Proactively monitor internal ticketing systems to ensure swift responses within SLA timeframes. 
• Ensure Data Centre’s are always kept in a clean and presentable manner. 

Team Leadership & Development

• Act as a senior technical point of contact for colleagues, providing guidance and support on complex tasks, incidents and customer requirements.
• Support the onboarding, mentoring and development of new and less experienced Data Centre Technicians.
• Promote best practice standards across cabling, installations, documentation and customer service delivery.
• Contribute to team productivity and continuous improvement initiatives, identifying opportunities to enhance processes, documentation and operational efficiency.
• Assist Data Centre Managers with workload coordination, resource planning and escalation management where required.
• Support recruitment activities, technical assessments and interviews when opportunities arise.
• Demonstrate leadership behaviours and ownership of operational issues, helping to foster a positive, collaborative and high-performing team culture.
• For candidates appointed at Team Leader level, additional responsibilities may include coaching team members, conducting performance reviews, leading customer meetings and acting as an escalation point for the wider team.

Knowledge and experience required: 

• You must be able to pass security checks for this job, including SC, NPPV3 and BPSS clearance
• Experience working in a Managed Hosting/Public and or Private Cloud Enterprise Data Centre Environment. 
• Proficient in Server, Storage & Network deployment and ongoing break fix support. 
• Basic knowledge and understanding of Data Centre M&E Design, Power, Cooling, Redundancy etc 
• Deep understanding of DCIM tooling and the importance for accurate asset tracking and management - (Particularly NLyte). 
• Well organized and self-motivated with the ability to work alone and as part of a team. 
• Proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software. 
• Excellent written and verbal communication skills with proficiency with Microsoft office applications. 
• Ability to work well under pressure whilst maintaining attention to detail and being able to make informed decisions. 
• Passionate, engaged and enthusiastic in delivering a world class service in everything you do.
• Full UK Driving License and personal car is a must for this position. 
• Some travel will be made by flight or train and covered by company expenses. 

Desirable knowledge and experience:

• Experience working within a Hyper-Scale Cloud Data Centre 
• Experience with Structured Cabling deployments of Copper & Fibre - Including design and deployment - looming, testing and terminating principles 

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.