Data Room Facilities Operations Specialist

EYShanghaiUpdate time: October 21,2019

Job Description

Job Summary:

The Data Room Facilities Operations Specialist within Proximity Services (PS) is responsible for supporting day-to-day operations of an Information Technology (IT) data centers in a specific PS region’s branch offices. The role deploys and installs hardware equipment and associated infrastructure peripherals specific to elements such as data storage and server maintenance. The role provides appropriate racking or mounting of server equipment in aligned frameworks and then stacking to maximize efficiency and minimize the required floor space used by network resources within the data rooms. The role activities are also aligned with the proper maintenance of all cabling and other aspects of connectivity to maintain the operational readiness of a branch facility and storage capacity requirements in a compliant manner. The role has an advanced knowledge of IT applications present in a region as well as the IT infrastructure and data center facilities operations inclusive of hardware and infrastructure supporting the geography. The role recognizes the cross regional requirements and interfaces necessary to operate with consistency across all regions and aligns with peers in those other regions to identify best work practices to support the global PS model. The role is an individual contributor managed by the Data Room Facilities Operations Regional Lead for PS.

Essential Functions:

Provides for the ongoing operations, availability and stability for data center infrastructure such as structured cabling, server hardware, network, and storage equipment within a Data Room Facility to support of IT processing requirements and business directives
- Installs monitors and decommissions as necessary Global Infrastructure Services (GIS) infrastructure components and other hardware within the Data Room IT environment to maintain appropriate service levels in accordance with agreed to guidelines.
- Supports and reviews Service Level Agreements (SLA), Key Performance Indicators (KPI) and other metrics to ascertain appropriate performance of all hardware within the branch data center and to identify and escalate variances in facilities performance.
- Provides technical support to remediate basic incidents or technology change ticket orders to support hardware replacement, upgrades and other requests for remediation. Completes the restoration of service within specified SLA parameters with business
- Ascertains compliant performance and capacity of Data Room Facilities in accordance with EY compliance mandates and IT directives as part of metrics reviews and escalation procedures.
- Creates and maintains appropriate documentation of all infrastructure stock equipment such as hardware items that have been installed or removed so that Data Room Facilities Operations inventory is up to date and properly accounted for.
- Supports and partners with building facilities and IT management teams on changing Business and Usual (BAU) directives and advanced planning activities that affect the branch’s data center facilities
- Provides support of off hour on call rotation to maintain appropriate support staff within the branch on a round the clock basis.

Analytical/Decision Making Responsibilities:

The role requires a basic analytical acumen and solution orientation to understand and appropriately identify variances in the day to day operation of a Data Room facility. The role additionally requires consultative questioning and critical thinking skills to identify a current problem or performance issues within the hardware components of the facility, identify viable solutions that will properly restore or resume appropriate services or functionality in the Data Room environment that are both effective and compliant. The role should be able to operate independent of management and to identify solutions or make decisions appropriate to level and rank

Knowledge and Skills Requirements:

Maintains a working knowledge of Data Center Facility technologies such as heating, ventilating, and air conditioning (HVAC) to maintain optimum system’s work conditions. Additional knowledge in installed hardware, power distribution, Storage Area Networks (SAN), generated back-up power, server rack management, Data Center (DC) cable structures to provide a continuously operating (high-availability) environment
Proactively develops a working knowledge of the core EY business service lines and operating environment within IT to support the proper recognition of issues or to proactively maintain proper operating facilities within the Data Room Facilities Operations
Maintains an analytical and problem solving ability to negotiate complex and conflicting issues, handle ambiguity as well as multiple and shifting priorities and to identify PS related solutions that are both financially sound and operationally feasible.
Maintains interpersonal skills to engage appropriately with peers and others in the firm, in regional discussions within a matrixed, geographically dispersed organization. Uses these communication skills to challenge insightfully to improve processes, balance demands, propose credible options, restore services, and position PS’s role in quality technical service management
Adapts communication style to the style of others. Develops rapport and remains calm under pressure. Builds strong relationships across all levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills to build a network of contacts for collaboration and knowledge sharing.
Solid experience in EY’s knowledge management tools, i.e., ServiceNow with proven experience in both creating and accessing reporting within the tool and interpretation of data output from same. Additional proficiency in the effective use of the SAN monitoring and screening tool and other data center related tools used for oversight.

Supervision Responsibilities:

The role is an individual contributor who is managed in the day to day activities by the Data Room Facilities Operations Regional Lead.

Other Requirements:

The role may require the periodic allocation of additional time on the job to support multiple demands and escalating issues, off hour rotation coverage or to accommodate teams or staff in other time zones. Periodic travel may be required to other data centers for collaboration or other business related purposes.

Job Requirements:

Education:

College degree in Computer Science/Management related discipline or equivalent work experience.

You should have the following experience to be considered for the role:

Data center experience - Security, Power, HVAC and Fire Protection
Core Cabling - for patching/ provisioning/ installation
Basic server/storage knowledge

These are nice-to-have skills:

ITIL (Remedy/ServiceNow)

Certifications: CDCP or CDCS

Experience:

Approximately 5-7 of relevant work experience, minimum of 3 years’ experience in various aspects of technology infrastructure management and operations, with more specific experience in running and in supporting a mission critical production environment.
Experience with various aspects of hosting center technology infrastructure management and operations with experience in maintaining larger-scale data centers preferred
Strong knowledge of facility technologies (HVAC, power distribution, generated back-up power, rack management and Data Center cable plant)

Certification Preference:

Progressive levels of certification as a Certified Data Center Professional (CDCP) or Certified Data Center Specialist (CDCS) are required to properly examine a data facility’s directives according to industry standards.

Who we are

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service while allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

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