Data Centre Technical services Lead (customer Service)

Requirements

• -Diploma or Bachelor's Degree in IT, Computing, Engineering, or a related field
• At least 5 years of relevant experience in data centre services or operations
• Customer-facing experience in managing client relationships will be an advantage
• -Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint)
• Good technical knowledge of M&E systems, network critical infrastructure (CI), and data centre facility systems
• Strong communication skills, with the ability to manage customer needs and expectations effectively Willingness to support and respond to data centre incidents, including after office hours when required

Additional Information

Key Duties and Responsibilities As Lead, Data Centre Technical Service Management (DCTSM), you will act as a liaison between customers and internal teams, serving as the primary service representative to ensure customer success. -Conduct monthly service review meetings in a timely manner and prepare meeting minutes. -Ensure monthly service reports are reviewed for accuracy, compiled, prepared, and submitted to customers within agreed timelines. - Take ownership of customer issues, represent them within STT GDC, and follow through to resolution and closure. - Log and track all customer issues in the TSM issue tracker, ensuring timely resolution to customer satisfaction. - Serve as the primary interface for customer -related matters, including orders (e.g. RFPs), project management, escalations, service downgrades/terminations, and audit requests. - Act as the main point of contact (POC), liaising with customers and working closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Forms. - Conduct onboarding sessions and site briefings for new customers. - Coordinate with customer POCs and internal teams (operations towers) to troubleshoot and resolve issues, ensuring timely closure. - Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance activities, keeping customers informed. - Provide post-sales support to Account Managers (AMs), including support for additional customer orders such as cross-connects and power requirements. - Support the company's annual Customer Satisfaction (CSAT) survey. - Compile, update, and submit TSM reports for DCTSM health tracking and management reviews. - Conduct annual reviews of SOPs, customer guides, and manuals with internal teams, and implement improvements where necessary. - Any other duties or projects as assigned by the Management.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at 5 STONES HRM PTE. LTD.? Share your experience