Job Expired

Manager Datacenter Operations needed at Equinix

Job title : Manager Datacenter Operations

Job Location : Gauteng, Johannesburg

Deadline : April 06, 2024

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Job Summary

  • As a Manager, Datacentre Operations you will ensure the rendering of services to customers and the quality of building maintenance with the goal of maximum satisfaction and SLA fulfilment.


Customer Services

  • Provide daily support to customers
  • Conduct the necessary audits at site level so that the installations, support are provided in compliance with service commitments, customer expectations/requirements
  • Act as the 1st level of escalation for sales and customer issues
  • Ensure proper articulation between the role of Customer Success Managers and the Operations resources allocated to the site and the customers concerned
  • Invest in pre-sales activity (participation in the development of installation services in the framework of contract finalisation, raising customer returns towards product managers and/or the sales force, etc.)
  • Improve customer satisfaction by ensuring that
  • All team members are fully trained and equipped to provide customer service excellence
  • The escalation process for customer complaints is managed effectively
  • Opportunities are explored for proactively interacting with customers to keep them updated and to identify areas for improvement

Service Provisioning

  • Ensure customers equipment, suites, cabinets, power and cable installations are installed according to specification
  • Liaise with internal resources and external 3rd parties for the fulfilment of the orders
  • Liaise positively and proactively with customers in order to resolve any issues and exceed their expectations
  • Make sure all information about the services provisioned is recorded and kept accurate
  • Effectively manage the order management system and ensure that service provision is in line with SLA

Facility Management

  • Implement the preventive maintenance program for the site infrastructure with key suppliers and internal team
  • Resolve specific findings by implementing improvement plans
  • Guide the critical facilities team so that it can rectify any incident that occurs on the site
  • Monitor and measure site capacity and anticipate the impact of foreseeable customer needs
  • Oversee all the steps needed to improve PUE by taking action on the field and proposing any project that could drive efficiency
  • Ensure the Building Management Systems are monitored at all times and procedures are in place to act on any alarm
  • Coordinate maintenance providers with other onsite activities and moratoriums
  • Keep the site statutory documentation up to date, namely permits, operations licenses and documentation about any legal requirements that should arise over time

Team management

  • Supervise and coordinate staff activity, quality of their work and their attitude toward customers, third parties
  • Ensure that all staff are trained and competent to act and perform well in one’s role
  • Provide guidance, support, training and coaching, put in place development plans to ensure all staff in own team are focused on continuous improvement

Inventory and delivery management

  • Contribute to the definition of stock (type, quantity, etc.)
  • Be the guarantor of stock bookkeeping both on the customer operations and facilities management sides and conduct regular inventories
  • Ensure all deliveries and consumables are accounted for


  • Promote on the site all acquired / targeted ISO certifications, and any project to improve energy efficiency, give full support to quality approaches and optimisation of energy consumption
  • Relay the efforts of Equinix to meet legal obligations in terms of health and safety with the goal of strengthening the physical safety conditions to which any visitor/worker is entitled/must respect on the site
  • Ensure that the group’s directive on third party intervention conditions are applied properly so as to guarantee their safety, the safety of our people and the safety of our infrastructure


  • High school diploma preferably in Electrical/electronics
  • Proven years of experience preferred in Data Center Facilities Management, focusing on production of data center physical services, under constraint of service commitments (SLAs) even internal , 24/7
  • Clear understanding of the end to end delivery process of a Data Center service (rack, cage, power, cooling, cabling, networking)
  • Fluent English
  • Perfectly at ease in managing customer relations (key accounts, international customers, etc.)
  • Priority management
  • Sense of responsibility, customer commitment, service
  • Good knowledge of datacenters/computer rooms/telco rooms
  • Common practice of tools associated with the production of services (CRM, Trouble ticketing, etc.)
  • Experience in managing technical/production teams
  • At ease in the production of load monitoring and key performance indicators
  • Budget management concepts
  • Ability to handle stress

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • This job has expired!