Field Data Center Technician, Iscap

5 months ago

Mumbai, India ADSIPL - Maharashtra Full time

4+ years of experience working in a data center operations or equivalent environment
- 2+ years of experience working in a program management capacity and/or leading large-scale complex projects
- 2+ years of experience with data center equipment and rack build/installation efforts
- 2+ years of experience working with networking protocols/technologies (TCP/IP, Ethernet, L2/L3)
- English, Hindi and Tamil language proficiency is required (speaking, reading, and writing)

Amazon Data Services India Private Limited (“ADSIPL”) is looking for a Field Data Center Technician who is highly autonomous and possesses a “can do” attitude. In this role, you will travel to third party locations and/or between ADSIPL sites in India, to install, service, and retrieve Data Center (DC) equipment, as required. Further, you will play a key role in providing an outstanding customer experience by facilitating the overall program management, scheduling, coordination and supply chain leadership associated with DC installations and servicing efforts as may be needed at various locations in India. You will be expected to manage your time onsite and coordinate materials and labor to ensure high standards and best-in-class servicing expectations are met in the most efficient way possible. You will independently lead day-to-day operational efforts, including larger DC installations, SOP development, and initiatives that may span across regions/teams in India. You will be responsible for building relationships and effectively engaging with internal and external partners, including third-party vendors/ service providers, to deliver meaningful results for our teams.

As a Field Data Center Technician, your activities will include (but not be limited to) the following:

- Conducting site assessments at various facilities (whether ADSIPL or third party) in India to proactively prepare for the onsite installation of DC equipment at such facilities
- Installing/expanding DC infrastructure at the ADSIPL or third party premises, third party data center, and/or co-located data center environment
- Troubleshooting network installations & configurations and performing network testing, basic break/fix and/or decommissioning
- Serve as the program manager for all orders within the assigned region in India, partnering with leadership teams, other Outposts technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs)
- Serve as the primary point of contact for resolving customer queries, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
- Act as point of escalation for contractors and transportation vendors; trouble-shooting issues as they arise
- Serving as lead and/or primary point of contact for customer escalations and/or complex troubleshooting requirements
- Leading and influencing safety & security initiatives that raise the bar on a larger scale (influence across teams/regions, etc.)
- Proactively identifying and implementing strategies that prevent support issues and/or further enhance the customer experience
- Actively mentoring and training other technicians, to include participating in new-hire onboarding and certification processes, consistently fostering an environment in which all team members can excel
- Partnering with and/or supporting third-party contractors to enable a seamless customer experience while meeting established SLAs
- Communicating in English, Hindi and Tamil as needed, to conduct day-to-day business, both internally and with external customers
- May lead or participate in efforts to develop standard operating procedures (SOPs) and tools that improve operational efficiencies
- May lead larger projects that require cross-functional alignment and support, including large-DC installations, global-reaching business initiatives, and/or development of mechanisms to support growth to ensure compliance with global group standards.
- To support the requirements of this role and in order to effectively partner with customers in this customer-facing role, proficiency in English, Hindi and Tamil is required.
- May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of customer scheduling and/or time-sensitive escalations

**Physical Requirements**:

- Physical ability to push/pull heavy objects into position (regularly lift up to 24 kg and participate in team lifts of 30 kg on average)
- Ability to on occasion work in cramped spaces, elevated locations and/or at heights and from ladders, as required

**Travel Requirement**:
Frequent travel (40%~50% on average) required

Mumbai, MH, IND
- Degree in a technical field or 4+ years of relevant work experience in a data center operations environment
- Experience in a customer-facing role, with the proven ability t

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