Key Responsibilities
· Act as the first point of contact for customers on all technical matters related to the data center infrastructure and services.
· Provide timely updates and resolution paths for client reported incidents, problems, technical enquiries and support, escalations, ensuring customer satisfaction, 100% uptime and compliance with customer SLAs.
· Act as the main point of contact to client communications during critical events, incidents, disaster events, alarms, customer related Change Management, Customer Business Review meetings, and all customer technical related discussions, meetings and technical reviews.
· Work collaboratively with Operations team to monitor, troubleshoot, coordinate resolution of technical issues that affecting Manage all customer communications during critical and major incidents.
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To contribute and collaborate with internal engineering, facilities, and operations team to ensure root cause analysis and permanent fixes are delivered.
· Maintain accurate incident records in ticketing system and ensure SLA compliance.
· Coordinate client-driven changes with DC operations teams
· Support and assist customer audits, certifications, and compliance activities
· Identify recurring issues and propose proactive improvements to enhance client experience.
Qualifications & Experiences
§ Mandatory Requirements:
· 7+ years of experience in technical support, client services, or operations within data centres
· Bachelor’s degree in electrical or mechanical engineering or related field
· Strong knowledge of data centre critical infrastructure system (UPS, Generators, Chillers, CDU, FWU/CRAH, BMS)
· Familiarity with ITIL framework, Incident Management, Change Management, Problem Management
· Excellent communication skills, stakeholder management, and customer service skills
· Ability to remain calm and professional under pressure, particularly during critical incidents
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At Spencer Ogden, we are dedicated to promoting diversity, equity and inclusion throughout our recruitment process. We encourage applicants from all backgrounds and are committed to making any necessary adjustments to ensure you can present your best self. If you require additional time for assessments, alternative application methods, or access to interview questions in advance, please let us know. We are open to any requests or suggestions and continually seek innovative ways to assess talent. As global recruitment experts in sustainability, natural resources and infrastructure we are working with our clients and candidates to create careers to power a sustainable future. Our priority is to ensure you feel supported, respected, and secure throughout your experience with us. #LifeAtSO