ICT Day / Night Shift Technician

Job Title: ICT Day / Night Shift Technician

Business Sector: Critical Environments

Based at: Croydon Data Centre

Purpose of Job

• To control and implement deliverables against all allocated Customer Specific Service Level/KPI Agreements.
• To make a direct contribution to the development and successful operation of the Managed Services function, working with colleagues to develop and implement departmental strategy, objectives and improvement processes.
• The operational requirements for customer sites are to be a member of the team covering 24 hours a day 365 days per year on a shift Rota basis and to be available to cover shift members where possible.
• The ICT Shift Technician is responsible for liaising with the ICT Shift Leader to ensure delivery of the requests is within the timescales expected.
• It is always his/her responsibility to liaise closely with their customer and promote a positive image of the company.

Job Title: ICT Day / Night Shift Technician

Business Sector: Critical Environments

Based at: Croydon Data Centre

Purpose of Job

• To control and implement deliverables against all allocated Customer Specific Service Level/KPI Agreements.
• To make a direct contribution to the development and successful operation of the Managed Services function, working with colleagues to develop and implement departmental strategy, objectives and improvement processes.
• The operational requirements for customer sites are to be a member of the team covering 24 hours a day 365 days per year on a shift Rota basis and to be available to cover shift members where possible.
• The ICT Shift Technician is responsible for liaising with the ICT Shift Leader to ensure delivery of the requests is within the timescales expected.
• It is always his/her responsibility to liaise closely with their customer and promote a positive image of the company.

Key Responsibilities

• Adhere to the rules and regulations as documented in the standards concerning Buildings and Communications rooms.
• Make sure all work completed is carried out to the standard expected by the client.
• Liaise closely with the customer and promote a positive image of the company at all times.
• Ensure that the shift leader or the CBRE ICT Infrastructure Manager is made aware of any issues within their team that may affect the ability to deliver the service against the agreed Service Level Agreements.
• Escalate any issues or concerns relating to the Data Halls or work on site to the Shift Leader or CBRE ICT Infrastructure Manager in a timely fashion.
• Ensure that your Shift Leader/Shift Manager and ICT Infrastructure Manager are made aware of any absence or lateness as per company procedure.
• Make sure all health and safety requirements are met and that any concerns or incidents are escalated to the ICT Shift Leader, document any accidents that occur.
• Ensure that the correct uniform is always worn and if additional items are required then notify the ICT SDM or Contract support team.
• Make sure that annual leave is requested within the correct timeframes and as per company procedure.
• Make sure your time sheets are completed and signed by no later than 9am every Friday and are made available for the contract support team, any overtime must be submitted via the relevant form and made available at the same time.
• Ensure that emails and job queues are checked on a regular basis and actioned where necessary and completed within timeframes.
• Ensure your toolbox talks are completed on a monthly basis.
• Ensure TCM’s and e-permits are in place and have relevant approval prior to carrying out the associated task, notify Shift Leader if any discrepancies arise.
• Keep the workshop area and all relevant storerooms clean and tidy and ensure that the relevant stock spreadsheets are up to date.
• Ensure that you’re ICT Shift Leader or space planning team are advised of any hardware discrepancies you find within the data racks.
• Assist the ICT Shift Leader by surveying all Service Now requests upon receipt and ensure that sufficient infrastructure/cable management and cab specification installed are correct, notify the ICT Shift Leader should any issues be found.
• Assist with monitoring site specific workflows such as Service Now and ITA.
• Ensure that the ICT Shift Leader and/or requesters are informed of installation delays etc.
• Monitor all site-specific tools associated to the Campus.
• Monitor site specific tools/programs such as e-permit/TCM/SCADA/BMS/VESDA/Fireworks.
• Hawki and Netcool are currently the core tools for monitoring the electrical and environmental aspects of the data halls from an ICT perspective, you must ensure that all alarms are dealt with ASAP and that any problematic issues are escalated accordingly.
• Ensure that the telephone hotline is monitored at all times whilst on site and answered in a professional manner and check for any voicemails that have been left.
• Make sure that all plant and comms rooms are kept in a clean and tidy condition to the standard expected by the client.
• The EDCLN SharePoint site should be viewed on a regular basis for all current documentation.
• Carry out racking/stacking, patching, break fix tasks, decommissioning, infrastructure installations, cabinet modifications and hardware tasks as per relevant procedure documents.
• Notify your ICT Infrastructure Manager or if absent his/her counterpart at Heathrow/Croydon DC for of any stock requirements or your line manager.
• To perform any other duties within your skill set as delegated by your Line Manager.
• Ensure awareness and compliance to the contractual KPI’s/SLA’s is undertaken.

Accountabilities

1 Directly accountable to the ICT Service Delivery Manager, however a dotted line reporting to the other site management team exists, whilst on shift however the ICT shift leader or Shift Manager are there direct reports.

2 The post holder has no direct reports.

3 This post carries no direct budgetary responsibility but financial awareness is required when replacing parts, using consumables.

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