Manager Remote Hands

Job Description

Position Title: Manager Remote Hands

Your role

The Manager Remote Hands will assist all Digital Realty customers by providing “best in class” technical support. The Manager Remote Hands will 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 Hands will 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 Hands will 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 Hands will also provide assistance to other members of the Operations team to ensure 100% uptime of all customers and critical infrastructure.

What you’ll 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 you’ll 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 company’s 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 digitalrealty.com 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 you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll 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 isn’t just a priority here at Digital; it’s critical to everything we do. Safeguarding lives, protecting assets, and securing data aren’t just ideals – they’re 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 company’s overall goals and values.

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