Senior Manager, Global Command Center

Your Role

Manage the customer service and network support services function via the Global Operations Command Center in order to optimise customer satisfaction, quality assurance and to adhere to service level agreements (SLAs) held between Digital Realty and its customers. The GCC is a critical component of differentiating Digital Realty's service from the competition. It is a 24 x 7 x 365 Operation which: monitors the alarms for the Connectivity product offerings and the data centers and take appropriate action in response to changes in status; deals with all inbound customer contact via telephone, portal tickets and email; notifies customers of incidents and planned activities in the data centers, manages customer SLA reporting and provides customer service to key customers and ensures good co-ordination with the field on issues and communication. There is a direct report Supervisor in Clifton and a Manager in London managing the various shifts support covered by the GCC personnel. There is a staff of Network Support Engineers in both London and Clifton who report directly to the Global Command Center Sr. Manager. As such this position is required to provide the overall direction and day to day leadership and focus necessary to insure the GCC continues to provide exceptional service to our customers and internal teams. The key deliverables are managing the staff, making sure there is the right coverage in terms of number of people and appropriate skills such as knowledge of the regions and countries and their customers, ensuring timely response to customer queries, coordinating with the countries in resolving customer issues and communicating to customers as appropriate. Managing open tickets and Incidents in timely manner is another key deliverable, as well as producing the metrics and the required quality associated with the GCC performance. Supporting the prevention of outages through effective Incident Management, Change Management, support of Problem Management and supporting other operational improvements is central to the role of the GCC.

What you'll do

Manage Global Command Center Team (25%)

* Provides effective guidance and leadership to team members

* Maintain professional behaviour in all employee interactions; ability to carefully listen and understand team member issues and perspectives; ability to tactfully communicate Digital Realty policies or employee obligations; handle escalations and defuse emotional situations in order to proceed with issue resolution

* 2) Undertakes performance reviews and appraisals for team members

* 3) Assigns and follows-up on progress of projects managed by GCC Team

* 4) Maintains a view on overall cost and personnel budget for the GCC team

* 5) Coordinates Management with Global Command Center Manager - London

Manage Data Center Connectivity Product Monitoring & Troubleshooting (25%)

1) Ensure that all network connectivity product critical alarms as monitored in the GCC and changes in status are responded to appropriately

2) Develop the alarm monitoring of the product systems to correlate alarms to facilitate and speed up fault identification

3) Work in coordination with IP Engineering team to ensure new circuits and network changes are updated in all alarming tools

Customer care: (10%)

1) Maintain professional behavior in all customer interactions; ability to carefully listen and understand customer issues and perspectives; ability to tactfully communicate Digital Realty policies or obligations; handle escalations and defuse emotional situations in order to proceed with issue resolution; ability to maintain composure and remain focused on issue resolution during crisis situations; ability to exercise good judgment, diplomacy and flexibility on the fly; treat customers with respect regardless of various diverse backgrounds; cognizance and understanding of cultural differences.

2) Ensures timely notification of planned service-impacting events through the agreed change control process

3) Provides support to customers through problem resolution and maintenance of services provided by the company

4) Ensures customer service adheres to service level agreements held with customers

5) Drives Global Command Center to contribute to high achievement on the Customer Satisfaction Survey

6) Addresses potential internal and external security risks through coordination of Global Security programs

7) Acts as Incident Manager for any serious, service-impacting events

8) Develops client relationships with major and smaller customers through problem-solving, resolution skills and mediation

Leads and supports departmental and company-wide initiatives (10%)

1) Liaise with other Business Units to generate, introduce and evolve processes and procedures that will mitigate service risks to customers and the business

2) Contribute to ongoing process improvement initiatives by identifying opportunities to increase quality and efficiency

3) Maintains and improves quality of service, including achievement of GCC quality goals including Customer Notification SLAs, Timely processing of Customer requests for access, ISO certifications, ITIL certification and others as identified by the Sr. Director - Global Command Center.

4) Plans the support of new services and amendments to existing services in conjunction with the Product Management team

5) Participate and promote Operations improvement initiatives to ensure excellent Customer support is provided

Incident and Problem Management (10%)

1) Work with Operations Management, Problem Management and Field Personnel to perform analysis of Incidents to determine root cause

2) Work with Operations Management, Problem Management and Field Personnel to identify, deploy or support resolution or work around as appropriate

3) Follow Digital Realty Incident Management process to insure the resolution or work around is managed throughout the portfolio as appropriate

Change Management (10%)

1) Support Change Management Process and Procedures as documented in the Digital Realty Operations Guide

2) Manage Connectivity Product Change Requests via the Change Management Process to insure no conflicts exist with the changes scheduled

3) Insure appropriate Customer Communications are sent out in a timely manner

Project manages departmental projects (5%)

1) Assumes overall responsibility for GCC Operations Support projects

2) Ensures projects are completed within specified timeframes

Manages GCC Operations Metrics reporting (5%)

1) Manages and provides reports for management to maintain visibility of the GCC performance

2) Manages, reviews and publishes portfolio-wide INCIDENT reports

Additional Duties and Responsibilities

* Support Product Management in the development of the GCC's role in improving the experience of customers and support of new and existing product offerings.

* Others as identified by the Vice President - Operations Support

What you'll need

Educated to degree (Bachelor) level

At least 4 - 6 years work experience in a leadership role in a customer services and/or NOC environment

Prior experience managing a Network Operations Center

Proven ability to manage a team of people, including managing managers

Fluent in English

Project Management skills

Analytical skills

Client-focused

Pro-active

Stress-resilient

Communication Skills - Oral and Written

Interpersonal Skills

Experience with: MS Project, Excel, Word, Sharepoint. Advanced IT networking and architecture knowledge, Knowledge of IT practice and terminology. Advanced knowledge of telecommunications networks, data centre operations and Network Operations Centres (NOC)

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