We are seeking an experienced and dynamic Global Command Centre Manager to design, build, lead, and oversee the operations of a 24/7, year-round command center for a leading global data center company. In this role, you will be responsible for driving customer satisfaction, ensuring quality assurance, and managing service level agreements (SLAs) to ensure a seamless customer experience.
As the Global Command Centre Manager, you will lead a team focused on monitoring data center alarms, handling inbound customer inquiries, and incident management, while maintaining effective communication and collaboration with global teams.
Key Responsibilities:
- Lead and manage the daily operations of the APAC Global Command Centre, ensuring high levels of customer service and operational excellence.
- Oversee a 24/7 operation, ensuring optimal staffing levels and a balanced mix of regional knowledge and customer service skills.
- Monitor data center alarms, initiate appropriate actions, and communicate effectively with customers regarding incidents or service disruptions.
- Handle all inbound customer contacts across various channels (phone, portal, email), providing timely, accurate, and professional responses.
- Coordinate the resolution of incidents, inform customers of planned activities, and manage open tickets and service incidents to ensure timely resolution.
- Provide regular SLA reporting to key customers and maintain strong service relationships with critical accounts.
- Ensure smooth coordination with global teams in North America and Ireland to ensure consistent service delivery.
- Generate and analyze performance metrics and reports for the Global Command Centre, ensuring adherence to quality standards and continuous process improvements.
Key Requirements:
- Proven leadership experience in a global command center or similar customer-facing operation, ideally within the data center or technology sector.
- In-depth understanding of customer service operations, SLAs, and incident management within a 24/7 environment.
- Experience managing a diverse, multi-regional team, with a focus on performance management and skill development.
- Strong problem-solving abilities and the ability to escalate issues effectively when needed.
- Strong knowledge of IT networking and architecture, with an understanding of telecommunications networks, data center operations, and Network Operations Centres (NOC).
Preferred Qualifications:
- Experience working in a data center or IT infrastructure , Incident management, working experience in ServiceNow products, Alarm monitoring, building management systems, liasing closely with NOC team and able to server the incident at Tier I, Tier II and Tier III in relation to facilities and alarm monitoring.
- Familiarity with incident management, change management, and problem management frameworks (e.g., ITIL).
- Ability to work across multiple time zones and manage global teams.
- Proficiency with ticketing systems, reporting tools, and customer service platforms.
- Previous experience managing a Network Operations Centre or Critical Data Centre is preferred.
- Experience managing teams, including overseeing managers.
If your experience aligns with the above, we invite you to apply for this exciting opportunity! Please send us your updated resume.
We regret that only shortlisted candidates will be notified.
Job Code: JYK
EA License No.: 01C4394
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Marina, 1
Full Time