Senior Team Lead, IT Data Centre Operations

• Supervises and provides technical guidance for 24/7 technical staff and develops training plans for NOC team and facilitates cross-training and peer mentoring.
• Participates in and ensures approval of the development of policies, standards, and procedures for the NOC.
• May operate as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for team if required.
• Oversees and monitors the performance of assigned computing systems through subordinates. Ensures systems are managed to client SLA requirements.
• Manages and communicates incidents impacting SLAs and responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
• Maintains, develops and improves reporting capabilities in the NOC. Makes regular reports to management on compliance with SLA objectives.
• Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs.
• Leads, contributes to and provides technical QA for outage postmortem analysis.
• Leads and participates in technical troubleshooting calls.
• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
• Manages client operational calls and runs critical incident calls.
• Contributes to production of scheduled management reports and attends and presents reports at service review meetings.
• Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targets.

Knowledge and Attributes:

• Seasoned knowledge of voice and data networking principles as well as an excellent knowledge of the specific technologies used by clients, such as - Juniper and Cisco switches and routers, networking infrastructure technologies, WAN Technologies, and routing protocols.
• Seasoned knowledge and understanding of the principles of service support as defined in the ITIL framework.
• Good organizational and team leadership skills.
• Highly focused on business outcomes.
• Seasoned knowledge of enterprise ticketing systems.
• Seasoned knowledge of Managed Services products within the IT field.
• Seasoned knowledge of data center and collocation products and services.
• Possess excellent written and verbal communication skills coupled with excellent interpersonal and customer service skills.
• Ability to work well under pressure and deal with changing circumstances.
• Flexible and adaptable to meet the team's needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Innovative with a great deal of initiative and a collaborative, yet proactive approach.
• Requires commercial awareness and relevant industry knowledge, including recent trends in technology and awareness of competing products and services.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Technology Engineering or related field.
• Relevant certifications such as ITIL, HDI preferred.
• Additional certifications such as MCSE, RHCE, CCNA, CCDA preferred.

Required experience:

• Solid experience gained within a data center environment.
• Solid experience in structured cabling which includes troubleshooting of fiber and copper cabling.
• Solid experience in installation of servers, switches, PDU's, and patch panels.
• Relevant demonstrated experience working in Network Operations or Help Desk environment.
• Developing demonstrated supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to revenue-generating external customers.
• Relevant Help Desk Windows experience
• Relevant UNIX and NOC experience