Job Description

New Installations (onsite DC):

Supplier shall review the DCRM (Data Center Request Management) tool and acknowledge the work request by providing a date for completion within 24 hours. Supplier must complete the installation date within three (3) days of the request hitting the HSS queue. Installation priorities are to be coordinated with the onsite Verizon leader. New Installations will include the following tasks:

Rack / cabinet installations

Install power strips within cabinets

Power up cabinets, label rack, update DCTracks

Plug in IT equipment using best practices for loading a cabinet and power strips.

Space provision IT devices in DCTracks

Unboxing of hardware and disposal of packing material

Rack and stack of IT devices

Configure ILO / IDRAC on servers / network gear

Install all patch cords as required.

Install trunks and patch panels as required to support additional capacity

Ping tests of all ILO connections.

Attend planning meetings with customers, network, SAN teams

Customer communications for DCRM details and closure

Provide access for vendors and complete any required paperwork to telco Meet me rooms

Perform all, IT audits, annual DCtrack and Tape audits

Parts ordering(quote gathering) and submissions for purchase ordering

Vendor access approval for break fix activity and facility repairs.

Provide on call support as required

Provide Emergency onsite coverage (may be extended time frame)

Provide support to facilities teams during any power work being performed within the facility where pre and post IT power checks must be performed.

Break / Fix repairs (onsite DC):

In addition to work order tickets and MIM bridge, the Supplier may get called by infra teams to go and check cabling and /or hardware issues. Break / Fix repairs will include the following tasks:

Troubleshooting, isolating and repairing of all cables (SM, MM and copper)

Removal and installation of parts from inside of IT hardware to include but not limited to:

NICs SFPs Memory Hard Drives

Decom / Cabling (onsite DC):

Every decom request will be in a change record. Supplier needs to confirm it is in a scheduled status before proceeding with the work. Decom / cabling tasks will include the following:

The removal of all patch cords from end to end of the cable path, to include both ends of patch panel connections.

Remove old hardware from equipment racks and prepare for disposal per the decommissioning process.

Remove all patch cords per above requirements.

Removable media (disk) disposal tracking and destruction

o Blancco wipe process procedures o Shredding

ADR/ERI tracking and coordination

Hardware Dispatch Hardware Dispatch Operations (HDO) function is an offshore 7x24x365 support team responsible for Infrastructure Hardware repairs in the Verizon IT Data Centers. HDO team works closely with key stakeholders, including external hardware vendors, SES, SIDM, Hardware Engineering, Change Management, MIM and Application Teams.

Centralized point of contact between technical support groups and hardware vendors

Manage and coordinate hardware repairs for IT Data Centers

Work closely with key stakeholders, including external hardware vendors, SES, SIDM, HW Engineering, Change Management, MIM, and the application teams

Manage scheduling of hardware repairs for IT and Non-IT server and storage devices in the Data Center

Evaluate each dispatch request (VDT) to determine the applicable maintenance coverage, and the most cost-effective way to schedule the repair

Authorize Service Uplifts, T&M repairs, warranty repairs, installations and upgrades

Create incident requests (IR) to gather log files from technical support groups

Open Hardware Vendor service requests with diagnostic logs for the vendor

Participate in MIM bridge calls during hardware related outages, to gather the information needed to initiate the hardware repair

Create AYS change request (CHG) for the respective activities with complete implementation plans, and accurate contact information for all parties involved in the implementation, and follow data center work rules

Create C-Task to engage the support groups

Use approved change activity records to ensure that all tasks are performed without causing interruption of service availability

Ensure quick repair with optimum utilization of maintenance contracts with hardware vendors meeting the SLAs

Verify that the problem is resolved, and update / close associated CHG, IR and Dispatch records

Entries into Hardware Receiving System (HRS) (onsite DC):

The Supplier shall log all equipment arrivals and removals from parts closets and warehouses for audit and tracking purposes. Supplier must complete updating of any removal before the end of the shift. Entries into Hardware Receiving System tasks will include the following:

Package pickup and delivery to include large shipments on the loading docks or mailrooms.

Coordinate / prepare for shipment and transfer of equipment to other locations

Move hardware to the appropriate storage locations after HRS updated.

RMA all parts as required including tracking of those parts using HRS tool.

Email validation of part receipt and availability, track in HRS tool.

HRS receiving / tracking of all IT devices, and parts

Large assets are tracked in both HRS and DCTracks

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