Job Description
Key Duties and Responsibilities As Lead, Data Centre Technical Service Management (DCTSM), you will act as a liaison between customers and internal teams, serving as the primary service representative to ensure customer success. •Conduct monthly service review meetings in a timely manner and prepare meeting minutes. •Ensure monthly service reports are reviewed for accuracy, compiled, prepared, and submitted to customers within agreed timelines. • Take ownership of customer issues, represent them within STT GDC, and follow through to resolution and closure. • Log and track all customer issues in the TSM issue tracker, ensuring timely resolution to customer satisfaction. • Serve as the primary interface for customer -related matters, including orders (e.g. RFPs), project management, escalations, service downgrades/terminations, and audit requests. • Act as the main point of contact (POC), liaising with customers and working closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Forms. • Conduct onboarding sessions and site briefings for new customers. • Coordinate with customer POCs and internal teams (operations towers) to troubleshoot and resolve issues, ensuring timely closure. • Prepare and manage Methods of Procedure (MoPs) for emergency and preventive maintenance activities, keeping customers informed. • Provide post-sales support to Account Managers (AMs), including support for additional customer orders such as cross-connects and power requirements. • Support the company’s annual Customer Satisfaction (CSAT) survey. • Compile, update, and submit TSM reports for DCTSM health tracking and management reviews. • Conduct annual reviews of SOPs, customer guides, and manuals with internal teams, and implement improvements where necessary. • Any other duties or projects as assigned by the Management. Requirements •Diploma or Bachelor’s Degree in IT, Computing, Engineering, or a related field • At least 5 years of relevant exp
