Data Center Service Supervisor

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Job Purpose
The Data Center Service Supervisor is responsible for overseeing on-site technician teams performing hardware installation, replacement, and maintenance activities within the data center, ensuring all work is executed strictly according to approved Method of Procedure (MOP) documentation. The role also manages shift scheduling and coverage to ensure 24x7 operational readiness and service continuity.

Key Responsibilities

• Supervise a team of data center technicians performing hardware break-fix, replacement, upgrade, and installation activities (servers, storage, networking components) in accordance with MOP and change management procedures

• Review, validate, and approve MOPs prior to execution; ensure technicians follow step-by-step procedures precisely to minimize risk of service disruption

• Plan, assign, and manage shift rosters (day/night/rotating shifts) to ensure adequate coverage across the data center floor at all times

• Monitor hardware change activities in real time, ensuring compliance with change control, safety, and security protocols

• Act as escalation point for technical issues during hardware changes; coordinate with engineering, NOC, and vendor teams to resolve incidents promptly

• Conduct pre-work briefings and post-work reviews with technicians for each MOP execution

• Maintain accurate records of hardware changes, incidents, and shift handover reports

• Ensure compliance with data center safety standards, access control procedures, and vendor SLAs

• Coach, train, and evaluate technician performance; identify skill gaps and coordinate training

• Liaise with customers/clients on scheduled maintenance windows and change notifications

• Support audits and compliance reviews (e.g., ISO 27001, uptime institute standards) as required

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Engineering, Electrical Engineering, or related field

• 5+ years of experience in data center operations, with at least 2 years in a supervisory or team lead role

• Strong hands-on experience with server/storage hardware replacement (DIMMs, HDD/SSD, PSU, fans, motherboards, etc.)

• Proven experience working with MOP/change management processes in a data center or enterprise IT environment

• Experience managing shift rosters and 24x7 operational teams

• Familiarity with data center infrastructure (racks, cabling, power, cooling systems) and monitoring tools (DCIM, BMS)

• Knowledge of ITIL change/incident management practices preferred

• Vendor hardware certifications (Dell, HPE, Cisco, etc.) a plus

• Strong communication skills in English and Thai; able to liaise with international clients/vendors

Required Skills

• Hands-on technical skills: server/storage hardware diagnosis, component replacement (CPU, RAM, HDD/SSD, PSU, fan modules, RAID controllers), basic cabling and rack/stack work

• MOP authoring and execution: ability to read, validate, and follow detailed technical procedures with precision; risk identification for planned changes

• Change & incident management: familiarity with ITIL-aligned change request (CR), incident, and problem management workflows

• Ticketing/DCIM tools: working knowledge of ticketing systems (ServiceNow, Remedy, or similar) and data center infrastructure management (DCIM) platforms

• Shift/workforce scheduling: ability to build and manage rotating shift rosters, handle coverage gaps, and manage shift handovers

• Vendor & OEM knowledge: familiarity with major server/storage/network OEMs (Dell, HPE, Cisco, Lenovo) and their hardware replacement procedures

• Safety & compliance: understanding of data center safety protocols (ESD handling, lifting procedures, fire suppression awareness) and physical security/access control standards

• Reporting & documentation: strong written documentation skills for shift reports, incident logs, and change records

• Leadership & coaching: ability to supervise, train, and performance-manage a technical team

• Communication: fluent English and Thai (spoken and written), able to communicate clearly with clients, vendors, and cross-functional teams

• Problem-solving under pressure: calm, structured decision-making during live incidents or failed changes

• Basic scripting/monitoring literacy (optional plus): familiarity with monitoring dashboards or basic automation for alerting is a bonus, not mandatory for this hands-on role

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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