Lead, Operations (Data Centre)

Passionate about making a real impact? Join Nxera and help shape the future of digital infrastructure.

Be at the forefront of the data centre industry with Nxera’s unique focus on sustainability, connectivity, and AI - positioning us as a next-generation data centre operator. Join a fast-growing sector that is powering the global digitalisation wave and gain invaluable experience while collaborating with dynamic teams to co-create the future.

Role Overview:

As a Lead, DC Operations, you will lead the planning, execution, and optimisation of mission-critical infrastructure projects across Singapore You will play a pivotal role in ensuring operational excellence, driving strategic initiatives, and delivering resilient, scalable, and sustainable DC solutions. You will also lead optimal customer experience from the technical and delivery perspectives

Make an Impact by:

Operational Management

• Lead and manage a 24/7 Central Operation Command team to ensure service availability, and reliability and perform incident escalation management.
• Champion DC best practices & operating procedures to ensure consistent service delivery across all DC facilities.
• Implement processes improvement to improve technical resiliencies and operational readiness of the DCs
• Generate and review change management, MOP, SOP and EOP documents.
• Support DC operational needs of Singtel Digital InfraCo business units.
• Ensuring effective and efficient management of day-to-day 24x7 Datacenter Operations.
• Oversees all data center incident management, participates in outage calls and makes tactical decisions on behalf of Singtel to drive IT outsourced provider toward resolutions that balance risk while maximizing uptime/performance objectives. This includes being available "on-call" and able to regularly work during non-standard hours.
• Oversee all aspects of the data center's critical physical infrastructure. Ensure that all work performed within the space is done to high quality and without impact to internal/external customers

Facilities Management

• An excellent understanding of the electrical and mechanical systems involved in critical data center operations including systems such as feeders, transformers, generators, switchgear, UPS systems, ATS units, PDU units, chillers, pumps, air handling units, and FWU units
• Coordinates daily with a multitude of third-party vendors ensuring adherence to contracted SLAs
• Effectively and efficiently manage the operations budget and expenditures
• Ensure an appropriate maintenance regime is established for all facility and Data Centre utilities and plant, including regular testing and electrical and mechanical inspections.
• Manages team to work safely, effectively and with high regard to human error avoidance
• Manage facility maintenance work, including monitoring and control to ensure completion within time and cost objectives.
• Vendor management/monitoring vendor performance.
• Work towards ensuring appropriate physical security is in place and enforced.
• Provides input and guidance towards budget

Service Improvement

• Be passionate about the quality and quantity of services being provided by the Data Center Operations team and continuously strive to improve our Customer Experience.
• Engage in improvement projects, often requiring reaching out to a variety of support teams, and drive them from conception to completion
• Ensures correct processes are followed and all documentation is complete
• Establishes policies designed to ensure consistently high service performance. Reviews incident service ticket trends, customer feedback, identifies problem root cause, and implements proactive remedial action.
• Play a key part in innovation and driving automation within Data Center Operations.
• Metrics driven. Collects and analyses data to form trends or utilization metrics to aid providing feedback to service providers or vendors about potential defects or SLA breaches.
• Recommend, document, and oversee policies and procedures to meet industry best practices and to meet required SLAs

Incident Management

• Assists with root cause analysis and incident resolution
• Effectively communicates and coordinates activities and on-site staff during an incident
• Ensure proper tools, maintenance and support agreements are in place for the engineers to identify, troubleshoot, diagnose and repair hardware in a safe manner. Be innovative at driving automation where applicable and beneficial to operations.
• Ensure staff provides timely diagnosis of problems and events and provides follow-up or escalations when necessary. Acts as liaison to other departments to resolve issues when necessary.
• Manage outages, driving and coordinating calls, escalation and notifications to all teams and external stakeholders.
• Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Meantime to Restore Service, increased data quality and comprehensive notification.
• Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Be responsible for the oversight of critical incident and major system escalations from initiation to resolution
• Conduct impact analysis, assess change readiness and identify key stakeholders.
• During investigation period, makes timely decisions to escalate the issue in predefined support chain of command
• Identify and implement opportunities to simplify overall process and leverage automation

Customer Management

• Assesses customer feedback and makes necessary improvements, identifying and analyzing issues, and works on eliminating bottlenecks.
• Take timely and made good decision in managing customer’s expectations well in time of unforeseen crisis in area of facilities management.
• Plays a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery.
• Perform the role of customer fronting and ensure operational efficiencies and effectiveness for customers serviced by both PV, Cage and Colocations.
• Implements service design improvements in coordination with internal team/BU, providing feedback on optimization

 People Management

• Assists with the hiring, training and management of the staff; evaluates the performance of assigned staff; monitors performance and takes appropriate corrective action to address performance deficiencies.
• Engages in ongoing professional development activities.
• Ensure all operational KPIs and Metrics are being measured and met inside his/her Data Centers(s).
• Write and deliver performance reviews for staff
• Monitors and evaluates employee performance; develops employee skills through training and OJT.
• Motivate subordinates through leadership and well-planned job assignments.  Provide periodic result reviews, coaching, career counselling and appraisal feedback in developing subordinates to their fullest potential. Provide inputs to individuals’ career development plans and ensure that this plan is implemented.
• Management of a team of Data Center Engineers by providing leadership, coaching, training, and mentorship and overall development of the employees.
• Lead the team of Operations staff to provide 24x7 support to the DC operations at Singtel/Nxera DC.
• Guide, train and educate data staff on the best practices related to all service owner issues
• Maintain the on-call schedule coordinating absence and vacations
• Manage a diverse team of Managing Agent technicians with varying skills
• Manage resources in manpower, capital and operating expenses within the team. Ensure resources are leveraged at the most optimum, efficient and cost-effective manner.
• Provides leadership, direction and supervision, and day-to-day operational and technical support to members of the desktop and media support teams; mentors, coaches and leads staff; creates work assignments, establishes priorities, monitors, reviews and supervises completion of assignments on time; conducts performance evaluations and initiates corrective actions; trains staff on new systems and develops professional growth opportunities.

Project Management

• Perform other job-related duties or special projects as assigned.
• Identify risks, gaps, and opportunities and communicate to stakeholders and other teams to drive resolution
• Manage the relationship with the client and all stakeholders

Skills for Success

• Degree in Mechanical, Electrical, Building Services, Facilities Management, or related disciplines.
• Min 10+ years of experience in DC or mission-critical environments.
• Proven track record in leading large-scale DC Operations or projects.
• Experience in regional project exposure is highly advantageous.
• Strong understanding of data centre standards (e.g., TIA-942, ISO 27001, SS 564).
• Familiarity with regulatory requirements (fire safety, workplace safety, security compliance).
• Knowledge of critical infrastructure systems (UPS, cooling, power distribution, etc.).
• Strong leadership and stakeholder management skills.
• Excellent vendor management and negotiation capabilities.
• Strategic thinker with strong commercial and financial acumen.
• Ability to manage complexity, multiple priorities, and tight timelines.
• Strong communication and influencing skills at senior levels
• Knowledge or experience with DC liquid cooling systems is advantageous.

Rewards that Go Beyond

• Flexible work arrangements
• Full suite of health and wellness benefits 
• Ongoing training and development programs 
• Internal mobility opportunities

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