While data centers cannot be infected by a virus, the coronavirus has nonetheless dealt a severe blow to the nerve centers of our economy. ISS operates more than 30 data centers in Switzerland. Roger Lüssi, Head of Data Centers, explains how ISS ensures uninterrupted operations despite the situation.
Roger Lüssi, Head of Data Centers
With a team of 120 employees, he is responsible for ensuring the availability of the technical infrastructure at data centers serving customers throughout Switzerland. This includes the economic and energy-efficiency management of technical operations, including maintenance audits. He is a proven expert with more than 20 years of experience in operations, management, and planning roles. He was a founding member and served on the board of directors of nexellent AG and SwissIX. He has also held positions at Interxion, Colt Technology Services AG, and Signia Digital Schweiz AG.
Roger Lüssi, why are data centers systemically important?
The megatrend of digitalization is affecting all areas of our lives, especially the economy. As a result, the demand on computers, servers, and bandwidth is rising rapidly. In Switzerland, the amount of stored data roughly doubles every two years. Our major clients in the financial and telecommunications sectors store and process these massive amounts of data in large data centers. Every digital business process is handled here. That is why these data centers are absolutely critical to the system. Without data centers, Switzerland would come to a standstill.
What services does ISS provide in these critical infrastructures?
Our main task is to ensure the uninterrupted operation of our clients’ data centers. The focus is on the technical infrastructure, primarily cooling and power supply. Here, we are responsible for maintenance, monitoring, and - in the event of a malfunction - initial response. The IT systems themselves are managed by the clients. An important aspect of our work is preventive maintenance and risk management, as well as developing emergency scenarios and advising clients on topics such as end-of-life replacement during ongoing operations. We can draw on a wealth of knowledge in this area, as ISS - with 120 employees and nearly three dozen facilities under management - is the largest “operator” of data centers in Switzerland.
How did ISS’s expertise in data center operations benefit customers during the lockdown?
Our experience helped us pull the right levers and stay calm enough to come up with creative solutions in some cases. The problem, after all, was the sudden surge in demand on the data centers. Many people were working primarily from home and accessing their employers’ data centers via VPN connections. In addition, digital services such as streaming and online shopping saw much heavier use. As a result, some of our clients’ data centers reached their capacity limits.
How did you respond to this increased demand?
Every data center has capacity reserves to prevent outages in the event of a technical problem. If one system fails, another takes over. Some companies had to tap into these reserves, which is acceptable - but only in the short term. So we had to find solutions very quickly to increase capacity - that is, more power for operating and cooling the computers. That called for creativity. In one case, we set up an entire additional power infrastructure with one megawatt of capacity on the roof of a data center in just one week.
What would have happened if an ISS employee had contracted COVID-19?
That was a question we asked ourselves early on in the “ISS Pandemic Crisis Team.” After all, data center operations cannot be carried out from home. That’s why we implemented the standard COVID-19 protocols in each data center - from social distancing rules and mandatory mask-wearing to regular disinfection. We also split teams to prevent uncontrolled spread in the event of an outbreak. Third, we assigned certain key personnel, such as team leaders, to “safety quarantine” at home to minimize the risk of infection. This allowed us to ensure maximum operational safety in terms of staffing as well. Fortunately, there have been no cases of COVID-19 to date.
How have you prepared for border closures and potential curfews in this environment?
First, we topped off the diesel reserves for the emergency generators at all facilities and also stockpiled other supplies - ranging from hygiene products to filters for the cooling systems. Second, as a precaution, we obtained passes from the federal government that would have allowed our employees to reach any data center at any time, even during a curfew. And finally, we developed contingency plans for employees and suppliers from border regions. We were prepared for any emergency.