Position Title: Manager Remote Hands
Your role
The Manager Remote Hands will assist all Digital Realty customers by providing
“best in class” technical support. The Manager Remote Hands will oversee all
tasks and personnel of the Remote Hands team in the Data Center and serve as an
immediate point of contact for all Remote Hands tasks assigned to the site. The
Manager Remote Hands will oversee and support all Digital Realty customer
demands which may include racking and stacking of equipment, cabling, cross
connects, etc. Internally, the Manager Remote Hands may work with the
Deployment and Implementation teams, the Command Center, Provisioning team and
Project Management to ensure relevant installations meet delivery dates and
create a positive customer experience. The Manager Remote Hands will be
responsible for overseeing work queues, personnel scheduling and asset
management to ensure all requests are completed within the agreed Service Level
Agreement time frame. The Manager Remote Hands will also provide assistance to
other members of the Operations team to ensure 100% uptime of all customers and
critical infrastructure.
What you’ll do
Oversee Remote Hands personnel and provide next level support as a subject
matter expert
Manage Remote Hands team including hiring, personnel evaluations, coaching,
etc.
Schedule jobs and personnel to meet project deadlines
Review and approve employee time sheets
Generate status reports as required from management.
Manage tool and test equipment needs and inventory at the site
Ensure the proper classification and closure of all requests assigned to the
site
Perform and oversee Remote Hands services which are tracked through the
Digital Realty ticketing system. This includes, but is not limited to the
following services:
Equipment Rack and Stack
Cable, terminate, and dress fiber or copper network cabling
Assist customers with the diagnosis of hardware and software issues on their
equipment
Power cycling of customer equipment
Perform cabinet/cage audits
Blade/Card, Memory, Hard Drive, and Transceiver installations or removal
Testing and troubleshooting of copper and fiber optic circuits
Perform migrations of equipment, power, or networking devices
Shipping and Receiving of packages
Provide timely customer and internal updates using a computer based ticketing
system
Use of power and hand tools (e.g., screwdrivers, drills, wire strippers,
punch down tools, etc.)
Perform and oversee quality assurance checks on all requests and Remote Hands
projects to ensure accurate completion
Point of contact for remote Hands services escalations and operational
processes
Assist the Regional and local management with the training and transfer of
knowledge to all technicians.
Adhere to, and ensure team adherence to, Standard Operating Procedures
Oversee overall Data Center cleanliness and appearance
Report to the facility within a 1 hour average for emergency assistance as
needed
May lift and handle up to 50 pounds
May bend, stoop, and stretch as required for placement and retrieval of
network devices, materials, or equipment
May be required to work under a raised data center floor
What you’ll need
2+ years of Management /Supervision of personnel
5+ years of experience in Telecommunications or Data Center related field
CompTIA A+ / Net + Certification
Ability to rack, stack, cable, and troubleshoot network devices such as
routers, switches, firewalls, and servers
Knowledge of various fiber optic and copper connectivity methods including
Ethernet, TDM, SONET and DWDM topologies
5+ years use of industry standard test equipment for certifying copper and/or
fiber network cabling
Strong structured cabling installation and termination background
Strong troubleshooting and root cause analysis skills
Professional business communication and interpersonal skills
Effective organizational skills and attention to detail
Leadership and Team experience
Advanced skill in Microsoft: Windows Operating Systems, Office Suite
versions, and Visio
Knowledge of Telcordia installation standards
Understanding of network device deployment
Ability to train lower level technicians
Strong analytical skills
CCNA preferred
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 digitalrealty.com
[http://www.digitalrealty.com] or follow us on LinkedIn
[https://www.linkedin.com/company/digitalrealty] and Twitter
[https://twitter.com/digitalrealty].
Operations
Our Operations team keeps our customers’ infrastructure running safely and
securely. We get plenty of opportunities to take on a variety of tasks and
develop our technical skills. From overseeing electrical power to cooling and
fire suppression systems, our team plays a vital role in making sure everything
in our data centers operates as it should.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a
courageous and passionate team who work together to understand and meet the
changing needs of our global customers.
Join us and you’ll be part of a supportive and inclusive environment where you
can bring your whole self to work. As part of our team, you’ll get to work with
people from different business areas, challenge the way we do things and put
your ideas into action. We’ll also give you plenty of development opportunities
so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us.
Training and Development
Join our Data Center Operations team and gain the support to succeed from day
one. Our onboarding program prepares you to contribute meaningfully right away,
with clear career pathways and continuous training to fuel your long-term
growth. From onboarding to specialized development, we equip you with the skills
and opportunities to make a lasting impact in operations.
Health and Safety
Safety isn't just a priority here at Digital; it's critical to everything we do.
Safeguarding lives, protecting assets, and securing data aren't just ideals -
they're essential pillars of our commitment to excellence for our people, our
partners and our customers. We have a culture of care where every member of Team
Digital embraces a relentless pursuit of working safely across Digital Realty.
Together we are Safely Powering Progress.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package,
excellent benefits, and an environment that recognizes and rewards your
contributions. Central to our compensation philosophy is rewarding our employees
for achieving the values and objectives aligned to the company's overall goals
and values.