Engineer- DCS Incident Management
Location
Mumbai | India
Job description
Job Title: Engineer, Incident Management, DCS service operations Hiring manager: Shonith Shetty Talent Acquisition Partner: Ashutosh Parab Location/s: Bangalore / Mumbai Interviewing team: 1) Shonith Shetty, Team Manager 2) Paola Fulchignoni , Director, service operations MISSION To support the incident management process within DCS Service Operation India, under the guidance of the Manager-incident management team, DCS Service Operations will support and embed the hyperscale DCS strategy. OUTCOMES
- Monitor infrastructure alarms through a remote monitoring platform and local BMS.
- Manage the incident life cycle process from detection to closure.
- Record and categorise incidents, coordinate with site operations to determine priority, and make all necessary efforts to restore service as soon as possible.
- Prepare and release communications to customers and businesses via appropriate templates within SLA or OLA.
- Coordination and follow-up with the site team to investigate and diagnose major incidents so that they can be resolved within the SLA.
- Consistent updating and closing of major open incidents in the ticketing system
- Document and follow up on corrective actions for major incidents until closure.
- The incident management system's KPIs are monitored on a regular basis to ensure that contractual SLAs and OLAs are met.
- Generate availability KPIs and dashboard reports.
- Report incidents that may violate the service level agreement or operational level agreement to the manager.
- preparation of accurate timeline documents for all major incidents
- Document the incident process and procedures. Up-to-date
- active participation in team meetings by providing valuable feedback and ideas.
- Assistance with incident resolution and risk management activities
- analyse repeat incidents and identify problem-solving triggers.
- Manage the OOH BAUs for the DCS customer service desk.
THE TEAM The role provides first-line operational support for infrastructure, security, Health and safety and IT incidents for data centre services. The role works with site operations, security operations, IT operations, and service desk teams to restore service quickly and efficiently and, where required, involves problem and change management teams to complete any follow-up actions. The role supports the management of BAUs for Service Operations activities for DC event monitoring and incidents by reporting, coordinating, and processing the incidents throughout the lifecycle of the incident until closure. Other key internal and external stakeholders include DCS service operations subteams, site operations, security operations, IT operations, ASIA DCS service operations, service desk, system support vendors, and the Colt Core teams.
THE SKILLS / EXPERTISE THEY BRING (Seven bullet maximum)
- Minimum two years’ experience in infrastructure environments and incident management processes
- Graduate or postgraduate degree (preferably in electrical or electronic engineering) from a reputed institute
- ability to work 24/7, including night shifts
- Knowledge on event monitoring and incident life cycle aspects
- Understanding of SLA, OLA, and MTTR
- Good communication and analytical skills
- Outstanding team player
What we offer: Colt DCS is a growing business that is investing in its people. Our people are defined by their ability to make things happen and deliver on their promises. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt DCS recognises the importance of a work life balance.
Some benefit examples are:
- Pension and insurance options
- Access to a virtual business school for on-going learning
- Business mentoring
- Discounts with local hospitality and retail providers
- Flexible working and relaxed dress code
- Two days annually to spend on volunteering opportunities
Who we are Colt Data Centre Services provide true service and operational excellence in the sustainable design, build, delivery and operational management of hyperscale data centres across Europe and the APAC. We provide data centre solutions to hyperscale and large enterprise customers across 15 state of the art carrier neutral data centres spanning 9 cities.
Our Hyperscale and colocation solutions allow our customers freedom to plan effectively for the growth of their business, knowing that their data centre strategy is ready for the demands of tomorrow.
We have over 25 years of experience in the industry, delivering on our vision of being the most trusted and customer centric data center operator in the market. We put environmental awareness at the heart of everything we do because we know it’s the right thing to do for our planet. That’s why we’re taking the ownership to reduce our environmental impact globally and make sustainability a key strategic driver. As part of our sustainability journey, alongside our sister company we are committed to achieving global net zero emissions for our own operations by 2030.
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