Job description

The Support Data Center Colocation Operations role is responsible for delivering end-to-end, on-site and remote support for NBI clients across Khazna, Meydan, and Masdar data centers, ensuring adherence to customer contracts and SLA/QCS requirements. Key scope includes providing support to the Technical Support Desk and Technology Teams for troubleshooting, handling on-site hardware replacement and incident-related investigations, meeting SLA response times for TTs (trouble-tickets) and critical CRs (change-requests), and supporting operational-level planning and optimization, escalation, and resolution of service performance technical issues. The role consistently exceeds data center colocation expectations by issuing critical reports—PPM, power readings, and white space physical environment—per client SLAs; reviewing and re-engineering business processes and procedures to improve performance and customer experience; and periodically maintaining and upgrading documents related to DC access, client SOMS, customer services guidelines, and the Do’s and Don’ts of DC. It requires service support/service delivery experience in an International IT/Telecommunications organization, a good understanding of ITIL for service management, and capabilities across basic fixed telecom products, Microsoft Office and Outlook, and shift-based operations. Preferred certifications include CCNA/CCNP/ITIL and UPTIME certification, with education at Minimum Graduate level or BSc Degree in IT, electrical or electronic engineering. The position handles each customer transaction end-to-end to ensure customer delight while overseeing achievement and maintenance of agreed customer service levels and standards (SLAs).