Data Centre Operations Team Leader

3 days ago

Perth, Western Australia beBeeLeadership Full time $134,179 - $153,249
Service Desk Lead

 

At CDC Data Centres, we are passionate about creating an inclusive workplace that promotes and values diversity. Our mission is to attract, retain and grow the world's best data centre team.

 

As a Service Desk Lead, you will be responsible for managing a team of Service Desk Coordinators to effectively manage incidents and service request expectations, identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments; and, serving as the DC Operations voice of our company to customers.

 

Key Responsibilities:

  • Manage a team of Service Desk professionals and take accountability for yours and your team's Objectives and Key Results (OKRs) as agreed with management
  • Implement a program of maturity improvements needed to effectively maintain Service Desk processes and procedures
  • Formulate and implement SLA's and Call Response KPIs
  • Train the Service Desk team in all process and procedures
  • Ensure queries or issues are captured, validated, and triaged for further processing
  • Incident Management - ensure incidents are logged, categorised, escalated & resolved as per SLAs
  • Incident Communication - ensure information is gathered and communications are sent out as per SLAs
  • PIR's - ensure PIRs are logged and completed, and any associated actions are logged, assigned and completed as per SLAs
  • Alert Monitoring and Escalation - escalation of alerts to 24x7 technicians and on-call support teams
  • Service Request Management - ensure SR's are assigned appropriately and actioned within agreed SLAs
  • Problem Management - coordinate root cause analysis where recurring incidents have no root cause identified
  • Knowledge Management - ensure knowledge articles are compiled and kept up to date
  • Change Coordination - assist the Change Manager with minor change approvals, extension to dates, CAB minutes and actions, and change communications
  • Ad-hoc reporting and administration
  • Provide cultural and operational team leadership
  • Other duties as directed from time to time

 

About You:

- Strong documentation and compliance skills

- Excellent troubleshooting skills

- ITIL compliance

- Automation and simplification

- Data Centre networking desirable

- Industry-related certifications (CCNP, JNCIP etc)

 

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