Process Manager

Critical Infrastructure Engineer – Reliability & Infrastructure Analytics 

Role Purpose

The Critical Infrastructure Engineer is responsible for monitoring, managing and improving the reliability of critical infrastructure supporting telecom and data centre operations. The role focuses on ensuring high availability of power, cooling and environmental systems while proactively identifying infrastructure risks, recurring alarms and opportunities for permanent corrective action. The engineer is expected to move beyond reactive incident handling by driving backlog reduction, equipment refresh planning and long-term infrastructure reliability improvements. This aligns with the current CI direction of moving from repeat break-fix to asset-led preventive management.

Key Responsibilities

• Lead and manage a team of Critical Infrastructure Engineers/Technicians, ensuring effective shift coverage, operational governance, coaching, workload balancing and adherence to operational standards. 
• Analyze infrastructure trends and proactively identify recurring alarms, noisy sites, aging infrastructure and operational gaps impacting service reliability. 
• Drive Top Talker analysis, identify recurring failure patterns and develop permanent corrective action plans to eliminate repeat alarms and unnecessary dispatches. 
• Review historical incidents, alarm trends and backlog tickets to identify systemic issues and recommend engineering improvements. 
• Prepare and present analytical reports, dashboards and executive summaries highlighting recurring issues, infrastructure risks, equipment performance and operational improvements. 
• Identify End-of-Life (EOL) / End-of-Support (EOS) equipment, evaluate operational risk and prepare structured equipment refresh and replacement plans for management review. 
• Coordinate with Engineering, Procurement, Vendors and Field teams to drive permanent remediation, equipment replacement and closure of long-pending infrastructure issues. 
• Maintain ownership of backlog reduction initiatives and ensure ageing tickets are continuously reviewed, tracked and driven to closure. 
• Support continuous improvement initiatives by identifying opportunities for automation, operational efficiencies and proactive monitoring enhancements. This aligns with the CI objective of moving from repeat break-fix to asset-led preventive management. 

Additional Required Skills

• Strong analytical skills with the ability to interpret operational data, identify trends and convert findings into actionable recommendations. 
• Ability to identify recurring alarms, noisy sites and infrastructure risks using data analysis and operational reporting. 
• Strong leadership and people-management skills with experience managing technical teams, conducting coaching sessions and driving operational governance. 
• Excellent documentation skills with the ability to create and maintain detailed operational records, RCA reports, equipment history, maintenance documentation and knowledge articles that can be used for future troubleshooting, audits and continuous improvement. 
• Ability to prepare executive-level reports and present infrastructure risks, backlog analysis, EOL/EOS recommendations and permanent-fix roadmaps to management. 
• Strong stakeholder-management skills with the ability to coordinate effectively across Operations, Engineering, Vendors, OEMs and Field teams. 

Preferred Experience

• Must have prior experience leading technical teams in a Telecom, Data Center or Critical Infrastructure environment. 
• Experience preparing SOPs, MOPs, RCA documentation, equipment history records, maintenance logs and audit documentation. 
• Experience working with BMS/DCIM/EMS platforms and infrastructure monitoring tools. 
• Exposure to asset lifecycle management, equipment refresh programs and preventive maintenance planning. 
• Experience analyzing recurring infrastructure incidents and implementing permanent corrective actions. 

Key Deliverables

• Reduction in recurring alarms and noisy sites through permanent corrective actions. 
• Proactive identification and reporting of infrastructure risks, ageing assets and EOL/EOS equipment. 
• Improved infrastructure reliability through analytical trend monitoring and preventive maintenance. 
• Reduction in backlog and ageing infrastructure tickets. 
• Comprehensive documentation and knowledge repositories that improve future troubleshooting, onboarding and operational continuity. 
• Strong team performance, governance and continuous coaching to improve operational maturity.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.