Senior IT Data Centre Operations Specialist

1 week ago

Hemel Hempstead, Hertfordshire, United Kingdom NTT Full time
Job Summary

The Senior IT Data Centre Operations Technician provides customer service, troubleshooting, and incident escalation for all users contacting the 24 x 7 x 365 NOC environment. This role will support engineers, project managers, and customers with requirements for physical intervention in the UK Data Centres.

Key Responsibilities:
  • Serves as an escalation point from Senior Assistant IT Data Centre Operations Technicians and IT Data Centre Operations Technicians for investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
  • Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
  • Records required customer and problem information, updating records with appropriate journal entries of activities.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  • Thoroughly documents steps taken to resolve incidents.
  • Develops and documents support procedures.
  • Acts as point of contact for client and management escalations.
  • Acts as communication coordinator and situation manager during any critical incidents call bridge events.
  • Takes ownership of mini projects and ensures they are completed in a timely manner.
  • Assists with builds (rack, stack, and cable) and decomms. Keeps track of spares at designated site.
  • Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.

Requirements:
  • Advanced demonstrated experience gained within a similar role, preferably a similar data center environment.
  • Strong knowledge of PC hardware, operating systems, and networking.
  • Proficient with MS Office Suite (Word, Excel, PowerPoint, and Project).
  • Excellent problem-solving and troubleshooting skills.
  • Excellent documentation skills.

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

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