Data centers are filled with servers and technology that must be reliable 24/7, 365 days a year. To ensure that that’s possible, data centers don’t just require electricity and connectivity, they also need capable staff. There are many important jobs to be done in a data center, including that of a Critical Infrastructure Manager. This position may sometimes be referred to as ‘facilities manager’, but you will find out below why the ‘critical infrastructure’ part is in fact critical to the job title.

The critical infrastructure of a data center

The main responsibility of a Critical Infrastructure Manager, supported by a team, is to ensure a good uptime for the data center. But what infrastructure is critical to maintaining that uptime? It can be split into 3 categories:

1. POWER

Data centers require a continuous power supply to ensure uninterrupted service. Any power outage can lead to service downtime, affecting countless businesses and users dependent on the data center’s resources.

It is the critical infrastructure team’s responsibility to make sure there is a constant power supply, or in the event of an outage, that the backup power supply takes over so there are no interruptions for the customer. That backup supply usually consists of UPS’ (uninterruptible power supply) that will take over immediately until the backup generators are up and running and will take over in turn.

2. COOLING

Data center equipment generates significant amounts of heat, especially the servers themselves. Without effective cooling, this heat buildup can lead to hardware malfunction, reduced performance, and decreased lifespan of equipment.

Cooling systems must be managed to maintain optimal temperature and humidity levels, which is another responsibility of the critical infrastructure team.

3. FIRE DETECTION

The high concentration of electrical equipment in data centers poses a significant fire risk. Early fire detection systems are critical for identifying potential fires before they can spread, minimizing damage and downtime.

In the event of a fire, a rapid and effective suppression system is necessary to protect both the physical equipment and the invaluable data stored within the data center. These systems must be designed to extinguish fires without damaging the sensitive electronics. The critical infrastructure team oversees the proper functioning of those systems.

For these 3 categories, the critical infrastructure team manages preventive and reactive maintenance of all installations. Preventive maintenance is a proactive strategy to regularly service and maintain equipment to prevent failures, ensuring reliability and efficiency. Reactive maintenance addresses equipment failures as they occur. The critical infrastructure team will often do the first intervention themselves, but further troubleshooting and maintenance might also be executed by partners. Another important part of the job is monthly testing to check whether all the backup systems are functional, so they can be reliable in case of incidents. Lastly the critical infrastructure team will also monitor the installations, which can lead to a faster discovery of technical issues and more efficient and sustainable use.

Critical Infrastructure Manager

What makes a Critical Infrastructure Manager in a data center so unique compared to similar roles in other companies? The exact critical nature of their work. A power failure in a data center doesn’t just plunge the room into darkness; it can disrupt entire businesses, triggering ripple effects far beyond the data center’s confines. Unlike in an office environment, where air conditioning might be a luxury, in a data center, cooling is a necessity to protect expensive equipment from overheating and potential damage.

Data centers are distinctive in their universal adoption of redundant systems, ensuring that for every critical component, there’s an identical backup ready to take over in case of failure. This redundancy not only offers peace of mind in operational stability but also significantly reduces the risk to clients since any issue can be seamlessly managed by the backup. This setup allows for more thorough analysis and response to issues, a luxury not afforded without such backups. However, this redundancy requires increased maintenance and testing to ensure each component’s reliability and avert more significant issues.

A Critical Infrastructure Manager in a data center understands that thorough preparation is key to success. They develop comprehensive procedures for both maintenance and reactive interventions, with each step carefully planned to minimise the chance of incidents. The better the preparation, the lower the risk of incidents. But if an incident occurs, it is also part of the job to respond immediately and ensure that uptime is restored as quickly as possible.

The job entails ongoing risk assessments, focusing not just on safety but also on how maintenance might affect customer service. The importance of risk analysis cannot be overstated—it’s all too easy to overlook critical details without a comprehensive checklist. Special permits are drafted for various tasks, from roof work, to working beneath the floor, to handling hazardous materials, ensuring every precaution is detailed. This meticulous approach ensures safety and efficiency, adhering to a principle that experience should never lead to complacency.

For new data centers, sites, or installations, fresh procedures must be devised from the ground up. While templates can guide the process, no detail should be overlooked. Subsequent annual maintenance may follow a set pattern, but initial setup demands thorough groundwork. Each intervention requires a fresh approach, with constant consideration for evolving technologies and methods, emphasizing the need for adaptability.

The role of a Critical Infrastructure Manager spans both strategic planning at the desk and hands-on engagement in the field. While much of the planning and oversight can be done digitally, ensuring compliance and readiness, firsthand knowledge of the installations is crucial. In the event of an incident, immediate and informed action is necessary, highlighting the dual nature of this role which blends managerial duties with technical expertise.

Everyone in a service environment knows that planning is important, but the unforeseen must always be accounted for. This is where procedures and risk analyses really come into play. Additionally, the strategic scheduling of preventive maintenance plays a key role in mitigating potential issues before they arise.

In a time when reliance on digital services is ever-growing, the significance of the Critical Infrastructure Manager for data centers and their specialised knowledge cannot be overstated. The Critical Infrastructure Manager must possess a deep understanding of data center operations, strong problem-solving skills, and the ability to anticipate and mitigate risks that could impact the data center’s operations.

Data centers are filled with servers and technology that must be reliable 24/7, 365 days a year. To ensure that that’s possible, they don’t just require electricity and connectivity, data centers also need capable staff. Field technicians are one category of data center professionals.

Everyone has had technicians come to their house to fix the electricity or the heating, but of course a data center technician must have a specific skill set. They have a crucial role in maintaining and ensuring the smooth operation of the data center infrastructure. What is it that they do, exactly? Keep reading to find out.

First of all, there is a distinction to be made between a field technician and a field service engineer. They can perform a lot of the same tasks, but field service engineers also do configuration of the server systems, while a field technician does not. Field service engineers are found more often at companies that still have their own data center and have dedicated people in their IT team. Some external data centers offer managed services and employ them as well. This article will cover the job content of a data center field technician.

What does a data center field technician do?

A data center field technician’s day-to-day work will be in the data center, right where the action takes place. Their tasks are very specific to that environment, but they cover a wide range of responsibilities. Some of their work is plannable, like installations, but some is unpredictable. They need to be flexible and easily adapt to all kinds of circumstances.

A field technician’s main responsibilities include:

1. Installation: field technicians will install everything that the client needs to get their server equipment up and running, which will often happen in different stages. They will install power and connectivity, cabling to the client’s rack(s), connect the power cables to the right fuses and install cabling between customer rack(s)/rooms and the meet-me rooms. Meet-me rooms are where the client servers are connected to the different carriers. When everything is assembled, they will test the installation, provide touch-ups, and activate racks, access control and camera surveillance.
2. Room building: servers are not just stacked randomly into an empty room. When there are racks available, new servers can be stacked there, but of course at some point, the available space will run out. That’s why field technicians will also need to be able to transform an empty space into a server room with racks, cold corridors, and all necessary equipment.
3. Cable management: to keep the data center organised, proper cable management needs to be maintained. Field technicians are responsible for managing and organising cables to prevent issues, and to facilitate easy access for maintenance or repairs.
4. Troubleshooting: in case of issues and emergencies, field technicians need to identify the cause, resolve problems, and often also communicate with the client about this. Even though in a data center most systems are redundant, meaning there is a back-up system in place, there will always be a sense of urgency involved with troubleshooting, to limit the risk of everything going down at the same time.
5. Documentation: It is important that field technicians keep an accurate record of installations, troubleshooting, interventions, procedures… so that all documents can be consulted or reviewed if necessary. They will also provide certificates for clients after an installation is finished and approved.
6. Collaboration with other teams: field technicians will usually work closely with other teams in the organisation, for example the facilities and project teams. They need to communicate well with the other teams and will often work with them or support them in certain projects.
7. Functionality and cleanliness: field technicians will also be responsible for monitoring the daily functionality, tidiness and cleanliness of the data center.

Of course, every data center might have a slightly different job description, but the above provides a general idea.

What qualities make up a good data center field technician?

When it comes to education, there isn’t one singular program that will teach all the specifics of a data center, so field technicians must be interested in learning on the job. Usually, they will have a background in either electricity, connectivity, mechanics, etc., but on-the-job training is an important part of becoming a well-rounded field technician.

Field technicians will also need to be flexible and stress resistant. As mentioned above, some of the work is plannable, but when it comes to troubleshooting, not every day will be predictable. Not only that, but because a data center must be available for their customers 24/7, field technicians will regularly be on standby day and night.

Another important quality is the ability to work safely and securely. Data centers usually have extensive safety measures and procedures in place to limit the risks for their employees, clients and equipment. Field technicians will need to follow all the right procedures to work safely. Risks include working at height or below a raised floor, working with electrical installations, and so on, so safety is a big priority. Working in a data center can also be physically demanding, for example because of heavy lifting or working in unnatural positions, so physical health needs to be monitored.

In summary: data center field technicians have an extensive skill set. They need a combination of technical and problem-solving skills, while remaining flexible and working efficiently in a dynamic environment. They also need good communication skills, not only to communicate internally with other departments, but also externally towards customers. Field technicians are a vital link in ensuring the reliability and optimal functionality of a data center.