Facility Operations Center Lead Engineer

Full time | Full day

Facility Operations Center Lead Engineer

Posted 25 November by Amazon

  • Mumbai

Job Description :
Job summary
The Facility Operations Center (FOC) in Amazon Data Services India Private Limited (ADSIPL) is looking for an individual with proven technical and strong leadership skills. The Facility Operations Center is responsible for 24X7 monitoring of the data center's physical infrastructure and will serves as a facilitator for daily operational and /or emergency events, alarm correlation, along with scheduled preventive / upgrade change management in India. This team will ensure that the customer experience will meet reliability, availability and SLA criteria demanded by our customers. This team will ensure that the customer experience will be optimal by way of consistency, reliability and attention to detail.
Key job responsibilities
At Amazon, we're working to be the most customer-centric company on earth! Amazon is a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. If you'd like to help us build a place where you can find and buy anything online, this is the job for you.
The ideal candidate will need to have advanced knowledge of data center and critical systems facilities infrastructure. The successful candidate will be responsible for providing program management, technical / administrative assistance, leadership and support to all Amazon facility teams in India. The position will help ensure overall network availability, products, services and support meet or exceed defined service levels. Qualified candidates must have experience functioning in a data center or control center environment, demonstrated and exhibit the ability to think outside of the box to address complex issues. This skill is essential, as the candidate will be responsible to aligning and leading the Facility Operations Center with internal and external business / peer organizations. This position requires the candidate to be an integral leader of a team that raises the bar for operational excellence.
If you are passionate about the Customer Experience you think and act globally and you want to contribute to the operational excellence of Amazon Data Centers, then this may be the challenge you've been looking for.
A day in the life
Responsibilities may include:
. Customer and stakeholder relationship management across multiple departments
. Establish performance benchmarks, conduct analyses and prepare reports on all aspects of the critical facility infrastructure operations, maintenance and building monitoring in India.
. Subject matter expert on change management requests and incident management tickets for events that facility engineers are responsible to manage
. Work with department managers and other business leaders on strategic planning and coordination of projects in India
. Drive and implement projects across the organization to increase the FOCs efficiency, customer deliverables and service reliability
. Conducts financial analysis and contributes to financial decisions.
. Establish documentation relevant to business and facility operations
. Technical expert for mechanical, electrical and/or IT systems
. Assist with the resolution of infrastructure engineering and services issues
. Oversight of routine maintenance and management of emergency services on a variety of critical systems such as: switchgear, generators, UPS systems, power distribution equipment, chillers, cooling towers, computer room air handlers, building monitoring systems, etc.
. Leads outage post mortem analysis efforts
. Assist in the design, implementation, commissioning and build out of new FOC facilities in India
. Familiarity with work order compliance as it relates to contractual vendor SLA's
. Interface with Infra Ops management for day to day operational requirements
. Assist in recruiting and training efforts
. Acts as a mentor for more junior employees and assists in their career development
. Lead a shift of over eight Engineers and direct daily work to team members
. Drive and implement projects across the organization to increase the FOCs efficiency, customer deliverables and service reliability
. Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. Uses data to make decisions.
. Uses business knowledge to set priorities and develop project plans
. Has a deep understanding of best practices in their area of expertise and ensures their application
. Think proactively and work to prevent support issues before they are realized
. Serves as the initial Point of Contact (POC) for escalation internal and external teams
. Leads coordination and communication efforts during emergency recovery efforts and assists with the development of communication and escalation protocols
. Audits records and takes corrective action to ensure updates are made in a timely manner
. Assist with the development of tools that will enhance the team's performance
(This position may require that you work weekends and holidays)
Basic Qualifications :
. 5+ years of data center engineering or operations experience
. Experience with Microsoft Excel, Word, and Outlook
. Strong verbal and written communication skills
. Ability to prioritize in a complex, fast-paced environment
. Strong leadership, organizational skills and attention to detail
. Familiar with the concepts and interaction of Service Management systems (Problem & Change)
. Experience with the development of MOPs & SWMS for planned works
. Physical security protocol awareness
. Advanced knowledge of mechanical and electrical systems
. Ability to make knowledge based decisions to maintain SLAs through the implementation of proactive issue detection, metrics and reporting tools.
. Able to work independently with minimal supervision to oversee India projects and daily tasks
. Ability to direct daily work of junior team members
. Ability to serve as an escalation path for all issues raised to the FOC
. Serve a significant role in interviewing, mentoring and training employees.
. Demonstrate excellent judgment when making decisions
. Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitoring, procedures, tools, mentoring and documentation
. General understanding of the core business of Amazon.com/AWS
. Proven background in customer service and operations processes
Preferred Qualifications :
. 6+ years of Data Center Engineering or Operations experience
. Bachelor's Degree in Electrical Engineering, Mechanical Engineering or equivalent technical training (Military/ Trade School).
. Advanced knowledge of network, IT hardware and control center processes
. Multi-lingual with English as the primary language
. Experience developing and implementing team performance metrics and KPIs

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