Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionData Center Operations Team manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well-documented, sustainable, and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.This role is primarily based at our data centre facility in Geneva.What you get to do in this role:
Prioritize and assign trouble tickets to data center engineers.
Manage the performance of data center operations with varying skills across Switzerland location.
Ensure effective and efficient management of day-to-day data center operations including queue management, 7/24 shift arrangement and hardware logistics.
Subject matter expert across all aspects in data center operations especially in DCIM integrations.
Ensure all operational KPIs (Key Performance Indicators) and metrics are being measured and met.
Responsible for reporting key metrics to peer teams.
Inspire and guide improvement in team process, technology innovation and automation.
Manage Large Scale Events, Incident management - responsible for communications to executive stakeholders.
Manage and build workflows for data centers operations.
Has a solid understanding of all critical Mechanical & Electrical infrastructure.
Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs (Service Level Agreement).
Maintain the on-call schedule coordinating absence and vacations.
Be passionate about the quality and quantity of services being provided, and continuously strive to improve our Customer Experience.
QualificationsTo be successful in this role you have:
4+ years of experience in data center operations management
Experience of managing the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center.
Holistic experience of overseeing systems performance, the monitoring of equipment and the management of vendor relationships.
Experience of capacity planning and continual assessments for DC.
Good knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security.
Experience managing vendors in a data center environment.
Strong analytical skills with the ability to multi-task several unrelated issues.
General documentation skills with particular emphasis on technical processes and standards.
Knowledge and experience in ITIL process methodologies a plus.
Proven ability to function in ambiguous situations with a record of success.
Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required.
A deep passion for Sustainability and compliance to support our customers global impact responsibilities .
Some travel would be required--domestically and internationally.
