Our goal is to be a diverse workforce that is representative of the world in which we live and work.  We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we will be and the better we will be able to serve our customers.    All employment decisions at Digital Edge are made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other characteristic protected by applicable law. 

Operations Support Manager

Japan ・ Full-time・Competitive salary with discretionary annual bonus

Customer Service Delivery
• Provide daily support to Ops team members
• Provide training about internal systems to Ops team members
• Audit handling requested by customers in cooperation with Sales and Operations team members.
• Provide guidance, support, training to improve Operations team performance in service delivery and incident handling along with other Ops managers.
• Make sure all information about the services provisioned is recorded and kept accurate
• Effectively manage the order management system and ensure that service provision is in line with SLAs

Inventory and delivery management
• Contribute to the definition of stock (type, quantity, etc.)
• Ensure all deliveries and consumables are accounted for

Quality/Safety
• Promoting all acquired / targeted ISO certifications, and any project to improve energy efficiency, give full support to quality approaches and optimization of energy consumption
• Relay the efforts to meet legal obligations in terms of health and safety with the goal of strengthening the physical safety conditions

Requirements

• Minimum of 3 years’ experience in Data Center Operations, focusing on production of data center physical services, under constraint of service commitments (SLAs) – even internal –, 24/7
• Clear understanding of the end to end delivery process of a Data Center service (rack, cage, power, cooling, cabling, networking)
• Fluent in Japanese and English
• Priority management
• Sense of responsibility, customer commitment, service
• Good knowledge of datacenters/computer rooms/telco rooms
• Common practice of tools associated with the production of services (CRM, Trouble ticketing, etc.)
• Experience in managing technical/production teams
• At ease in the production of load monitoring and key performance indicators
• Budget management concepts
• Ability to handle stress