The purpose of this job is to manage colocation services for hyperscale and AI Data center customers. The person should have a strong understanding of the unique challenges and requirements associated with managing AI and Hyperscale infrastructure. Specialized & technical skills to ensure that Datacenter services are provided according to the agreed contract deliverables, SLA and quality. This position has to conduct regular customer review meetings such as MBR to ensure all contractual deliverables getting achieved, tracked & communicated to customer.
Key Accountabilities:
- Oversee service delivery, operations, and SLA adherence for high-value colocation customers across du-owned, managed, and third-party data center sites.
- Monitor and report on customer infrastructure performance, including M&E systems, environment, security, access logs, utilities, PPM, and power readings.
- Lead incident management and root cause analysis, implementing corrective actions to prevent recurrence.
- Act as the primary coordination point for planned and unplanned activities, including downtime, testing, inspections, and upgrades.
- Chair and lead regular service review meetings with customers and internal stakeholders to drive priorities and performance.
- Manage customer audits, certifications, compliance requests, and adherence to safety and operational standards (Tier III environments).
- Govern and control data center access for customers and vendors, including emergency fast-track access to sensitive areas.
- Work closely with Account Managers, Operations, Security, HSE, Project and Change teams to ensure contracted deliverables are met.
- Ensure fulfillment of SLA, OLA, and contractual commitments, including escalation management and vendor coordination for additional services.
- Drive compliance with DC standards, policies, and MOPs, ensuring all client work is executed safely and correctly.
- Support billing accuracy, including service reviews, bill simulations, discrepancy resolution, and coordination with billing and collections teams.
Qualifications, Experience And Skills:
- Bachelor's degree required; international certifications preferred (Uptime, CDCP/CDCS, MCSE, CCNP, ITIL).
- 12+ years experience within a Data Center organization, with strong exposure to mission-critical environments.
- Proven expertise in Data Center operations, including electro-mechanical systems, EHS, security, and building systems.
- Strong experience in preventive maintenance (PPM) planning and execution for data center facilities.
- Hands-on experience in colocation services management and administration.
- Proficiency in DCIM and Access Management tools.
- Ability to operate effectively in a 24x7, high-availability, mission-critical environment.
- Demonstrated experience managing day-to-day operations, KPIs, and service quality standards.
- Strong customer-facing skills, including working with clients, specialists, and service providers to deliver solutions.
- Excellent communication, problem-solving, and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
