Manager Remote Hands

Manager Remote Hands (Position Title)

Digital Realty is a global data center & interconnection solutions provider. We seek a Manager Remote Hands to oversee technical support for our customers.

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.

• 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 tracked through the Digital Realty ticketing system, including equipment rack and stack, cable termination, diagnostics, power cycling, cabinet audits, installations or removal, testing and troubleshooting, migrations, shipping and receiving, customer updates, use of power and hand tools, quality assurance checks, escalation points, training, SOP adherence, overall data center cleanliness, and emergency assistance
• Assist the Regional and local management with training and knowledge transfer to all technicians
• Adhere to, and ensure team adherence to, Standard Operating Procedures
• Report to the facility within an 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

• 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 using 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, and Visio
• Knowledge of Telcordia installation standards
• Understanding of network device deployment
• Ability to train lower level technicians
• Strong analytical skills
• CCNA preferred

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation, and interconnection solutions. Our global platform provides customers with a secure data meeting place and a proven architecture for powering innovation and efficiently managing data gravity challenges.

Our operations team keeps our customers’ infrastructure running safely and securely, overseeing electrical power, cooling, and fire suppression systems. We…