Muhammad Nashrul Al-Amin Bin Roslan

Job Summary:
Provide comprehensive remote and onsite support for critical i.t room & data center infrastructure systems. Ensure the reliable operation, maintenance, and troubleshooting of key systems to maintain data center uptime and safety.

Key Responsibilities:

• Technical Support & Maintenance:
  Support and troubleshoot systems including: Cooling system like CRAC, Chiller, Rack INRow.
  UPS (Uninterruptible Power Supply): Single-phase & three-phase systems
  Facility Monitoring Systems
  Fire Detection & Protection Systems
  Data Center Infrastructure Management (DCIM) Systems
  Generators
  
• Documentation & Compliance:
  Prepare and maintain accurate documentation such as Method of Statement
  Risk Assessments
  Safe Work Procedures
  Emergency Response Plans
  
• Coordination & Communication:
  Collaborate with the Europe/China factory team on technical issues, spare parts availability, and product updates.
  Provide product training, handle technical inquiries, and address equipment-related matters across all professional levels.
• Additional Tasks:
  Conduct inspections, troubleshooting, repairs, and upgrades as needed.
  Support 24/7 emergency response and incident management.

Qualifications & Skills:

• Experience with data center infrastructure systems
• Knowledge of cooling, power, fire systems, and monitoring solutions
• Strong documentation and communication skills
• Ability to liaise with local & international teams
• Flexibility to work onsite and remotely
• Relevant technical certifications preferred

Conduct routine inspections and preventive maintenance of UPS and ACMV system etc.

Identify and rectify issues to ensure optimal system performance.

Diagnose and troubleshoot technical problems in UPS and ACMV systems.

Perform on-site repairs and coordinate replacement of faulty components.

Assist in the installation and commissioning of UPS etc. Provide technical support to clients and concerns promptly.

Collaborate with clients to understand their specific requirements and recommend solutions.

Documentation works.

To perform duties which are not mentioned above from time to time, but are necessary for the growth and fulfillment of the Company’s requirement.

To observe and adhere to all Company’s rules and regulations.

Require to perform 24x7 standby duties.

Participated in root cause analysis meetings to identify areas of concern and develop corrective action plans.

Liaised with vendors, suppliers, and manufacturers as needed to ensure proper equipment operation or obtain necessary parts for repair.

Maintained high-quality service levels by diligently tracking incident reports, escalations, resolutions, and follow ups.

Check and verify tasks of service engineers particularly in performing corrective maintenance, repair and troubleshooting, and installation of parts and materials.

To ensure reliable and quality results through Wireless Field Service (WFS) and emails.

Performs effectively the plan and schedule PM's and other service jobs of the team to ensure maximum utilization.

Ensure proper decorum and discipline of field service personnel in the performance of their duties and responsibilities.

Check, verify, process purchase request on all hand tools/equipment, and measuring instruments used by field service personnel are safe, reliable and complete in order to perform their tasks effectively and efficiently.

Ensure equipment fault, incident of equipment shutdown, pending jobs are escalated and reported immediately to Supervisor/Operations head to fast track resolution.

Ensure 100% completion of scheduled equipment for Preventive Maintenance Jobs and T&M with contracts and PO's including closing the service request number and other necessary documentations.

Interact and respond efficiently and professionally to both internal and external customer's requirement, inquiry and complaint.

Check and validate purchase/withdrawal request of spare parts and materials

Perform debriefing of SR's assigned including labor and materials.

·Perform other work as assigned by immediate Team Leader/Supervisor/Manager.

Carry out testing and commissioning units for data center & buildings.

Conduct trainings to customer about Vertiv products/CRAC units.

Carry out 24 hours standby duty for service calls to customer site at a schedule given.

Enhanced customer satisfaction by promptly addressing and resolving technical issues.

Answered customer telephone calls promptly to avoid on-hold wait times.

Recommended products to customers, thoroughly explaining details.

Mentored junior engineers, sharing best practices that contributed to improved team performance over time.

Carry out routine maintenance jobs as per schedule and other ad hoc as given by Supervisor/Manager.

Carry out testing and commissioning of CRAC units for data center and buildings.

Building customers relationship and achieving sales for company and recommending new product and conduct trainings to customer for Stulz CRAC units.

Able to troubleshoot with good problem solving skills when unit are down.

Check and validate purchase/withdrawal request of spare parts and materials.

Carry out 24 hours standby duty for service calls to customer site at a schedule given.

Installed, configured and tested equipment on specialized platforms.

Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.

Tested and checked performance of hardware and software programs.

Boosted service quality by continually updating technical knowledge and staying current with industry trends.

Responsible for all technical aspects in the work.
Work with production Team to meet order schedules.
Set up of programs and ensure equipment and machines are ready at all times.
Problem solving skills for troubleshooting technical issues and working towards resolution.

Handle and manage for all other equipment and machines and carry out preventive maintenance and device calibration.
Provide remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.

Work with other engineers and operator level for production to run smoothly and no disrupt of operation and to escalate any product line matters as a team.