DUTIES AND RESPONSIBILITIES
Job Responsibilities:
General:
1. Provide technical advice and support to customers. Regular updates on maintenance activities including incident status and project progress.
2. Coordinate with internal teams and service platforms to deliver effective and timely support to customers.
Technical Services Support:
1. Act as the 24x7 single point of contact for customers on technical incidents, maintenance activities, and operational matters.
2. Review service deliverables such as monthly performance reports, incident reports, maintenance plans and identify potential risks, provide recommendations for service enhancement, mitigation measures, and continuous improvement to ensure consistent and high‑quality service delivery.
Incident and Change Management:
1. Review and customize incident report with advice of the particular preventive measures, enhancement and mitigation to fulfil customer expectation
2. Review and validate maintenance schedules, methodologies, risk assessments, and fallback plans, and provide technical advice to internal teams to minimize impact to customer business operations.
Internal Support:
1. Support the preparation and consolidation of internal management reports.
2. Support ad‑hoc operational tasks and activities as assigned by the manager to meet business and operational requirements.
KPI / SLA Management
1. Perform as per department / team and individual KPI.
2. Ensure SLA achievement.
Other
1. Ad-hoc assignment assigned
Job Requirements:
1. Bachelor's degree in Building Services / Mechanical / Electrical engineering or related disciplines.
2.Minimum 5 years of working experience in Data Center or related industry.
3. Knowledge of engineering principles, best practices, and local regulations, data center product specifications and service-level agreement.
4. Self motivative and able to work independently under tight timeline.
5. Demonstrated client engagement experience.
6. Ability to establish strong relationships with internal stakeholders and external clients.
7. Excellent relationship-building skills.
8. Passionate, strong initiative, self-driven with a commitment to succeed.
9. Proficient in written and spoken English & Cantonese preferred.