Manager Remote Hands
Manager Remote Hands
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Job Description
Position Title: Manager Remote Hands
Your role
The Manager Remote Handswill assist all Digital Realty customers by providing best in class technical support. The Manager Remote Handswill oversee all tasks and personnel of the Remote Hands team in the Data Center and serve as an immediate point of contact for all Remote Hands tasks assigned to the site. The Manager Remote Handswill oversee and support all Digital Realty customer demands which may include racking and stacking of equipment cabling cross connects etc. Internally the Manager Remote Hands may work with the Deployment and Implementation teams the Command Center Provisioning team and Project Management to ensure relevant installations meet delivery dates and create a positive customer experience. The Manager Remote Handswill be responsible for overseeing work queues personnel scheduling and asset management to ensure all requests are completed within the agreed Service Level Agreement time frame. The Manager Remote Handswill also provide assistance to other members of the Operations team to ensure 100% uptime of all customers and critical infrastructure.
What youll do
Oversee Remote Hands personnel and provide next level support as a subject matter expert
Manage Remote Hands team including hiring personnel evaluations coaching etc.
Schedule jobs and personnel to meet project deadlines
Review and approve employee time sheets
Generate status reports as required from management.
Manage tool and test equipment needs and inventory at the site
Ensure the proper classification and closure of all requests assigned to the site
Perform and oversee Remote Hands services which are tracked through the Digital Realty ticketing system. This includes but is not limited to the following services:
Equipment Rack and Stack
Cable terminate and dress fiber or copper network cabling
Assist customers with the diagnosis of hardware and software issues on their equipment
Power cycling of customer equipment
Perform cabinet/cage audits
Blade/Card Memory Hard Drive and Transceiver installations or removal
Testing and troubleshooting of copper and fiber optic circuits
Perform migrations of equipment power or networking devices
Shipping and Receiving of packages
Provide timely customer and internal updates using a computer based ticketing system
Use of power and hand tools (e.g. screwdrivers drills wire strippers punch down tools etc.)
Perform and oversee quality assurance checks on all requests and Remote Hands projects to ensure accurate completion
Point of contact for remote Hands services escalations and operational processes
Assist the Regional and local management with the training and transfer of knowledge to all technicians.
Adhere to and ensure team adherence to Standard Operating Procedures
Oversee overall Data Center cleanliness and appearance
Report to the facility within a 1 hour average for emergency assistance as needed
May lift and handle up to 50 pounds
- May bend stoop and stretch as required for placement and retrieval of network devices materials or equipment
- May be required to work under a raised data center floor
What youll need
2 years of Management /Supervision of personnel
5 years of experience in Telecommunications or Data Center related field
CompTIA A / Net Certification
Ability to rack stack cable and troubleshoot network devices such as routers switches firewalls and servers
Knowledge of various fiber optic and copper connectivity methods including Ethernet TDM SONET and DWDM topologies
5 years use of industry standard test equipment for certifying copper and/or fiber network cabling
Strong structured cabling installation and termination background
Strong troubleshooting and root cause analysis skills
Professional business communication and interpersonal skills
Effective organizational skills and attention to detail
Leadership and Team experience
Advanced skill in Microsoft: Windows Operating Systems Office Suite versions and Visio
Knowledge of Telcordia installation standards
Understanding of network device deployment
Ability to train lower level technicians
Strong analytical skills
CCNA preferred
A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center colocation and interconnection solutions. PlatformDIGITAL the companys global data center platform provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300 facilities in 50 metros across 25 countries on six continents.
To learn more about Digital Realty please visit or follow us on LinkedIn and Twitter.
Operations
Our Operations team keeps our customers infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems our team plays a vital role in making sure everything in our data centers operates as it should.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and youll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team youll get to work with people from different business areas challenge the way we do things and put your ideas into action. Well also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today take charge of your career and grow your talents with us.
Training and Development
Join our Data Center Operations team and gain the support to succeed from day one. Our onboarding program prepares you to contribute meaningfully right away with clear career pathways and continuous training to fuel your long-term growth. From onboarding to specialized development we equip you with the skills and opportunities to make a lasting impact in operations.
Health and Safety
Safety isnt just a priority here at Digital; its critical to everything we do. Safeguarding lives protecting assets and securing data arent just ideals - theyre essential pillars of our commitment to excellence for our people our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package excellent benefits and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the companys overall goals and values.
Required Experience:
Manager
Employment Type
Full-Time
