Senior Manager - Command Center

Position Title: Senior Manager - Command Center

Location: Singapore

Your role

Manage the customer service function via the APAC Global Command Centre (GCC) in order to optimise customer satisfaction, quality assurance and to adhere to service level agreements (SLAs) held between Digital Realty and its customers. The GCC is a critical component of differentiating Digital Realty’s service from the competition. It is a 24 x 7 x 365 Operation shared with it’s counterparts in North America and Ireland which: monitors the alarms in data centres and takes appropriate action in response to changes in status; deals with all inbound customer contact via telephone, portal ticketing and email; notifies customers of incidents and planned activities in the data centres, provides customer SLA reporting and customer service management to key customers and ensures good co-ordination with the field on all aspects of customer service. This position is required to provide the overall direction and day to day leadership and focus necessary to insure the GCC continues to provide exceptional service to our customers. The key deliverables are managing the staff, making sure there is the right coverage in terms of number of people and appropriate skills such as knowledge of the global regions and their customers, ensuring timely response to customer queries, coordinating with the countries in resolving customer issues and communicating to customers as appropriate. Managing open tickets and Service Incidents in timely manner is another key deliverable, as well as producing the metrics and the required quality associated with the GCC performance. Supporting the prevention of outages through effective Incident Management, Change Management, support of Problem Management and supporting other operational improvements is central to the role of the GCC.

What you’ll do

• Manage GCC Team (25%)

• Data Centre Alarm monitoring (10%)

• Manage Data Center Connectivity Product Monitoring & Troubleshooting (15%)

• Customer care (15%)

• Leads and supports departmental and company-wide initiatives (10%)

• Incident and Problem Management (10%)

• Change Management (5%)

• Project Manages departmental projects (5%)

• Manages customer services reporting (5%)

• Support Product Management in the development of the GCC’s role in improving the experience of DLR customers.
• Others as identified by the Sr. Director, Command Centre Operations

What you’ll need

• Educated to degree (Bachelor) level
• At least 4 - 6 years’ work experience in a leadership role in a customer support environment
• Prior experience managing a Network Operations Centre or Critical Data Centre CC a “plusâ€�
• Basic IT networking and architecture knowledge,
• Knowledge of IT practice and terminology.
• Knowledge of telecommunications networks, data centre operations and Network Operations Centres (NOC)
• Proven ability to manage a team of people, including managing managers
• Experience in or affinity with Financial Systems and processes
• Fluent in English + one other European language is desirable
• Project Management skills
• Analytical skills
• Client-focused
• Demonstrative success in previous similar engagements
• Stress-resilient
• Communication Skills – Oral and Written
• Good Interpersonal Skills
• Flexible
• A “do-itâ€� mentality, always positively focused on delivery
• Proven ability to work on multiple initiatives in parallel
• Exceptional analytical and decision-making skills.
• Ability to work in a multi-cultural and multi-language environment
• Ability to work in a geographically dispersed and virtual team environment.
• Strong negotiation and conflict resolution skills
• MS Project, Excel, Word, Sharepoint

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.

A bit about our Digital team

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.