Senior Manager, Data Center Support Services

As a leader in the Cloud Hardware support organization, you will be responsible for leading teams of Datacenter Technicians and/or Field Engineers assigned for delivery of on-site support, installations, proactive services in a defined territory and/or data center sites across Thailand. Focuses to meet the required service levels 24x7, improve and drive customer satisfaction, identify business opportunities and mitigate any operation gaps. The role involves significant communication at all levels internally and externally. A primary point of contact responsible for facilitating and providing advice and assistance on diverse situations and escalated issues.

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Manages teams conducting end-to-end on-site hardware installation, removing and troubleshooting hardware and configurations for a region.

-Oversees operations across teams performing server upgrades and component replacements for an existing customer base for a region.

Datacenter Services Operations-Network Configuration, Installation, and Augmentation:

-Oversees teams implementing designed and defined network communications and solutions, including cabling validation and networking equipment for a region.

-Coordinates additional resources or subject matter experts to address highly complex or unresolved issues.

Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:

-Oversees data center environments, customer environments, and/or operations for a region, addresses identified and escalated complex trends, and ensures problem resolutions are documented.

-Maintains awareness of outage situations for clients and manages major outage situations for clients ensuring resolution.

Safety and Compliance-Safety, Security, Compliance, and Documentation:

-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for a region.

-Drives the implementation of required security controls, including updates and maintenance for a region.

-Ensures and leads team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.

Continuous Improvement:

-Determines scope of skills and requirement of trainings to advance less experienced technicians in their understandings and refine technicians' skill set.

-Drives staying current with industry understanding best practices and developments in networking and server maintenance, data center and facility operations, sharing information with others.

Leads teams' adherence to SOPs and MOPs for operational Data Center Change Control processes.

Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:

-Leads collaboration between service and development teams and external vendors to resolve highly complex technical problems, providing subject matter expertise around downstream implications.

-Oversees quality of services delivered by vendors and contractors, ensuring that all Service Level Agreements (SLAs) are being met, and addressing below standard service.

-Provides guidelines on quality assurance, detailing best practices for process creation, training, and mentorship.

Core Responsibilities

Planning & Execution:

-Manages multiple medium- to large-scale projects or initiatives across teams, ensuring timelines, deliverables, and budgets when applicable are monitored and met. Provides direction to teams on project work, setting priorities, and aligning with business needs. Guides teams on adjusting plans to accommodate resource or timeline changes.

Collaboration & Partnership:

-Drives cross-functional partnerships to align on expectations and shared objectives across multiple teams. Coaches team members to develop strategic relationships with business leaders, stakeholders, and external partners to foster collaboration and long-term success. Promotes inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.

Problem Solving:

-Provides direction to multiple teams on addressing complex operational and/or technical issues as well as providing guidance on analyzing complex data and/or information to identify solutions. Reviews and provides insights into unresolved or critical issues, helping the team to identify potential solutions.

Continuous Learning:

-Models engaging in continuous learning to deepen expertise and stay ahead of industry trends, integrating best practices into strategic planning. Leverages feedback to drive personal and team skill improvements. Identifies skill gaps across teams and empowers team members to pursue learning and knowledge sharing opportunities that build their expertise in new areas and coaches them to apply learnings to advance the organization.

Continuous Improvement:

-Drives team to collaborate on, develop, and implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within and across teams, providing oversight. Guides team to adopt new ideas for alternative approaches and methods and encourages feedback for continued improvement.

Performance and Development:

-Drives performance across teams by providing feedback and coaching in alignment with performance management processes, guidelines, and expectations. Discusses development goals with team members, shares opportunities to facilitate career development, and ensures individual goals are aligned with broader organizational goals. Develops and manages talent acquisition pipeline by leading candidate interviews, monitoring promotion eligibility, and/or orchestrating talent resources.