Data Centre Technical Lead

Key Duties and Responsibilities: - 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. 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.