PURPOSE OF THE ROLE
The Regional Data Centre Manager is required to provide professional guidance and management to direct and indirect reporting lines. The Regional Leader plays a critical part in planning, executing and managing the strategic aspects for the region.
The Regional Manager is responsible for ensuring that teams work together in delivering on the planned growth of the region whilst supporting environments in achieving the required operational stability and reliability benchmarks. Where feasible, the role will require active engagement across regions regional sites, leveraging central resources to assist in capacity building.
MAIN FUNCTIONS OF THE JOB
Data Centre Management
Continuous evaluation of global best practices and share knowledge across all DC teams
Mentor Data Center Managers in order to ensure a smooth operation of the facility
Manage working methods to ensure that all SLA and MSA's are achieved
Analyse working ways to highlight gaps and implement processes/procedures/methods/efficiencies to improve performance
Manages escalated support cases and leads appropriate internal technical resources and/or 3rd party vendors to resolution
Participate in important negotiations with key stakeholders and assist in negotiations with difficult customers
Ensure the effective management of data centre infrastructure to provide a concurrently maintainable, cost effective system supporting 99.999% electrical uptime, 99.99% mechanical uptime and 99.99% cabling infrastructure uptime.
Active participation in new data centre builds or expansions
Ensure that all critical components are monitored and that alerts are actioned with urgency
Ensuring comprehensive Root Cause analysis are completed for all incidents/outages
Ensure that records, drawings and schematics of the data centre environment/s are maintained and centrally stored
Develop and implement action-orientated monthly reports
Explore opportunities for partnerships across other regions and business areas
If H&S incident occurs, act in capacity of Incident Investigator and compile report for distribution on internal system and to Department of Labour
Aid in measuring contractor performance, weekly, monthly & quarterly meetings
Quick responses to potentially critical situations
3rd party vendor management and service delivery
Active involvement in network, physical and cyber security matters
Conduct service forums/reviews, hosting key stakeholders
Find ways to automate and innovate
Compliance, Audit & Risk
Ensure compliance is maintained incorporating industry best practices
Ensure data centre facilities best practices are enforced, maintained and improved
Ensure data Centre cleaning standards are enforced and maintained
Implement company and departmental policies, processes and work instructions as per the agreed quality and timeline/RFS
Risk identification and mitigation
Ensuring adherence to all relevant standards and policies
Active involvement in all audits
Ensure that inter-departmental OLA's (Operational Level Agreement) are met
ESG and related actions are executed and closed
SKILLS REQUIREMENT
Finance
Develop, manage the regional budget and also provide input and make recommendation on the budget
Budgetary reporting
Timeous approval of purchase orders and invoices
Leadership
Innovate and make decisions on your own, but also know how to take direction when it is given
Ability to work in a highly collaborative environment including ability to influence and establish effective networks
High-level of Emotional Intelligence (Influencing skills, Interpersonal awareness, Resilience and Composure).
Active involvement with staff onboarding
Guide and develop staff by working with HR to ensure skills, training and performance requirements are met
Defining of personal development plans for direct reports including training plans
Defining of measurable KPI's for direct reports
Support and adherence to BEE targets when onboarding new resources
Diversify skills across the various teams while mitigating risks of key-man dependencies
Excellent communication skills and ability to interact professionally with a diverse group of clients, colleagues and staff
Interact with all levels of the organization in a professional, and tactful manner
Provide guidance and mentorship to direct and indirect reporting staff
Ability to create, manage and develop a team remotely
Attending weekly team meetings in order to provide guidance and to communicate points from Operations Management meeting downstream
Administrative duties
Ensuring compliance with internal policies and regulations
Change and incident management
Ensure adherence to all established guidelines and management practices for employees
Occupational Health and Safety responsibilities
Reporting accurately, as per agreed format, quality and timelines
Outstanding organizational skills, ability to prioritize effectively, and experience with technical project management
Ensuring All Incident Reports (Client & Non-Client) are updated, grammatically correct and ready for distribution and signed off daily
Client satisfaction
Work with internal and external stakeholders to align the business towards providing services that enhance client service and client retention
Ensure client satisfaction by providing an optimal level of customer service, in line with company objectives
Client support responsibilities can include, but is not limited to, client relations, responding to client inquiries and coordinating with other organizations
Meeting of defined client survey and reporting targets
Ability to understand client urgency and sensitivity of problem/incident/request
Managing all regional client escalations and ensuring feedback is provided to clients within the defined timelines and reports are submitted and signed off within 24 – 48 hours
Behavior
Adopt a mindset of continuous improvement
Lead by example
Be on the lookout for constant process improvements
Growing our people
Delivering to our shareholders
Respecting each other
Embracing diversity
Upholding the highest levels of integrity
Serving our clients
Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic
Ability to work productively in cross-functional teams or resourcefully and independently as an individual
Focused on continued learning and self-development
Information Security
Identify and manage risks with regards Teraco's information assets & systems. This includes risks in regards confidentiality, availability and integrity.
General
Open to provide after-hours support as needed for significant issues
Excellent verbal and written communication skills
Excellent technical abilities
Proactive problem solving
Ensuring the emergency preparedness plan per site is updated regularly and contacts, resigned contacts and re-appointments are done
QUALIFICATIONS AND EXPERIENCE
Electrical and/or mechanical qualification preferable
Cabling qualification preferable
Minimum 7 years relevant data centre experience
+7 years' experience, managing teams, including line management, appraisals, performance reviews, hiring new team members, participating in disciplinary matters, financial management, etc.
Extensive knowledge on Data Centre environments and critical infrastructure systems e.g. Cabling, Cooling, Power
Experience of Data Centre KPIs (incident ticket related matters, time to solve tickets, physical security, infrastructure metrics, staff, safety, overall operations)
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