Job Description

Job purpose Dedicated 24/7 datamena Support Team: -

• Provide support to Technical Support Desk and Technology Teams for troubleshooting, supporting and managing services for datamena clients
• Support Technology in all service-related matters, including the managing of disasters.
• Provide Hands & Eyes support to datamena clients residing in IMPZ DataCentres, and meet SLA response times for handling any TT (trouble-ticket) or critical CR (change-request)
• Support datamena Service Delivery Manager in project management and the turning-up of new datamena Clients, plus adding additional services for existing clients.
• Responsible for operational management and ensuring successful data-flow and inter-carrier traffic.
• Maintain as-built international and national connectivity documentation for datamena clients and services.
• Coordinate with international and national Carriers and Partners (eg: Equinix and DE-CIX) for service-related matters
• Support operational level planning and optimisation of services, escalation and resolution for all service performance related technical issues.
• To work in rota-shifts 24/7/52 and provide on-call and site support, as required.
• Perform responsibilities as directed within determined timeframes and with a high degree of accuracy, providing customer H&E (hands and eyes) remote support at datamena and Equinix DataCentres (IMPZ and Business Bay).
• Staff the datamena Servicedesk to provide service support to TSD and datamena clients for monitoring, troubleshooting, reporting, escalations, etc.
• Consult with and assist other departments and programme areas in the operation of transmission network needs.
• Research and plan needs to meet growth and support new activities.
• Assist in executing technical changes to support operational guidelines.

Minimum experience:

• Minimum three years of experience in an Engineer role in telecommunication industry
• Additional certification and trainings related to data network technology
• Good understanding of data network projects and maintenance

Job Type: Full-time Experience:

• Technical support in Data Center: 3 years (Required)

Application Deadline: 07/07/2023