Track Manager (Support & Operations)

Job Summary

24*7

The Data Center Manager is responsible for the overall management, governance, and operational excellence of Data Center Facility Management Operations and Data Center Network Management across GIC data centers in Singapore. The role leads a 24x7x365 Data Center Command Center function, ensuring uninterrupted facility operations, physical security, environmental compliance, infrastructure support, asset governance, vendor management, incident response, and network fabric health.

The incumbent will act as the primary operational lead for ensuring high availability, security, compliance, and efficiency of all data center services while coordinating closely with GIC infrastructure teams, facilities teams, network teams, external vendors, and internal stakeholders.

Key Responsibilities

1. Data Center Operations Management

Lead and manage 24x7x365 onsite Data Center Operations across GIC Data Centers in Singapore.

Ensure continuous operational coverage through effective workforce planning, operator scheduling, and shift rostering.

Establish and maintain operational procedures, escalation matrices, and support frameworks.

Manage onboarding programs for new operators and ensure structured continuous training programs for operational teams.

Ensure service continuity with zero impact to critical business operations.

Maintain hotline services and communication channels for infrastructure teams.

Facilitate bridge calls, conference calls, and major incident coordination during operational events.

Provide leadership during critical changes, maintenance windows, incidents, and emergency situations.

2. Facility Operations and Hands & Feet Support

Oversee all data center hands-and-feet services for infrastructure teams.

Ensure execution of operational support activities including:

Power cycling and equipment reboot activities.

Cable installation, disconnection, and verification.

Hardware inspections and visual health checks.

First-level diagnostics and issue identification.

Coordinate installation, relocation, and decommissioning of data center infrastructure equipment.

Ensure all operational activities adhere to data center safety standards, operational procedures, and work instructions.

Support regional offices and remote locations through approved dispatch models.

Skill Requirements

Key Performance Indicators (KPIs)

99.99%+ Data Center Operations Availability

100% Coverage of 24x7x365 Operational Support

Zero Critical Security Compliance Violations

Successful Completion of Quarterly Inventory Audits

SLA Compliance for Incident Response and Service Requests

Timely Completion of Approved Data Center and Network Changes

Fabric Health and Compliance Targets Achieved

Successful Completion of Vendor Management Reviews

Continuous Improvement and Automation Adoption Metrics

Required Qualifications

Education

Bachelor's Degree in Information Technology, Computer Science, Engineering, Network Engineering, Facilities Management, or a related discipline.

Experience

10+ years of experience in Data Center Operations, Infrastructure Management, or Facilities Management.

5+ years in a leadership or managerial role managing mission-critical data center environments.

Experience managing enterprise-scale data center facilities and network infrastructure.

Other Requirements

3. Asset, Inventory and Rack Management

Own and maintain physical inventory management processes across:

Data centers

Server rooms

Communication rooms

Storage and stock rooms

Ensure accurate rack elevation documentation and infrastructure records.

Manage equipment lifecycle tracking and inventory reconciliation.

Conduct quarterly inventory audits and prepare management reports.

Maintain audit trails for all asset movement, installation, and decommission activities.

Track physical assets utilizing RFID technologies.

Coordinate inventory updates and rack configuration reviews with the GIC Data Center Facilities Team.

4. Environmental and Facilities Management

Ensure optimal environmental conditions within all managed facilities.

Monitor:

Temperature

Humidity

Airflow

Equipment operating conditions

Establish housekeeping standards and inspection schedules.

Ensure compliance with industry best practices for data center environmental management.

Coordinate with facilities management teams to maintain critical infrastructure and operational readiness.

Collaborate with capacity planning teams on:

Power utilization

Rack capacity

Space planning

Infrastructure growth forecasts

Support power assessments and optimization initiatives.

5. Physical Security and Compliance Management

Enforce strict physical security policies and operational controls.

Manage visitor access processes and authorization controls.

Verify data center access permissions and maintain access records.

Control and govern physical key management processes for protected areas.

Oversee visitor escort services and restricted area monitoring.

Enforce rack-level access controls and equipment security.

Maintain compliance with corporate security standards, audit requirements, and regulatory obligations.

Support internal and external audits relating to physical security, operational controls, and facility governance.