Service Management Engineer I

at  Hut 8

ABOUT HUT 8

Imagine the ultimate destination for those who want to work at the cutting edge of technology, energy, and infrastructure. Hut 8 is on a mission to build and operate some of the world’s largest data centers for next-generation computing workloads, including AI, Colocation, Cloud, and Bitcoin Mining. We are proud to offer interesting and challenging opportunities for individuals who want to build teams, solve problems, and make an impact from day one. If you’re an ambitious individual looking for a career that is as rewarding as it is challenging, you’ve come to the right place.

Reporting to the Director, Customer Experience, the Service Management Engineer will be responsible for ensuring the delivery and management of high-quality services to our clients. Contributing to Hut 8 HPC’s. This role requires frequent interaction with Platform, Data Centre, Network Teams, along with Customer Facing teams. As needed a secondary responsibility work with Hut 8 HPC Sales Team during Pre-Sales to identify client’s needs and support the design of technical solutions. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a customer-centric approach.

Some of the key responsibilities you should expect are the following:

• Emerge yourself in full technical knowledge of Hut 8 HPC services and contribute to improvements
• Service Delivery - Plan and Communicate all Implementation timelines and deliverables:
• Coordination with Client/Client and Internal Account Management Teams
• Hand-off to Operations in Service Now, and/or applicable CRM, along with updates to Operational Tools
• Support VMware/Bare Metal Client provisioning and/or update resources

• Perform quality assurance on new builds • Client Hand-Off – Share new builds and all applicable documentation/access with Clients; Trigger Billing & Post Implementation Client Check-In

• Provided Weekly and Monthly Updates to Director, Customer Experience on implementation tasks
• Maintain ownership of the Disaster Recovery (DR) Client Runbooks
• Develop and Maintain Client DR Runbooks
• Proactive Scheduling of DR with Clients minimum once a year
• Ensure our NOC Technical Support Team are trained and provided access to runbook
• Process Improvement – Create checklists to support implementation/provisioning with cross functional department; Create & Update Client Guides to support Hand-off process; Along continuous improvement on processes, systems and tools leveraged for manage DR, Cloud Provisioning, overall implementation processes (ie: Clean Order Package)
• Potential for on-call availability for phone escalation in relation to Disaster Recovery accounts.
• Monitoring Zerto Updates for issues, and engaging Platform Specialist support to remediate Zerto Client Issues
• Presales Support – collaborate with Hut 8 HPC sales team to create customized solutions - Make recommendations on new and existing services
• Co-Manage/Manage client migrations with Client Experience Manager
• Support Quarterly Business reviews with Client and Account Team