Command Center Analyst I

• Operational Monitoring & Support - Deliver Tier I operational support to ensure the continuous, uninterrupted operation of mission-critical 24/7 Data Centers.

• Incident Management, Triage & Ownership - Serve as the primary operational intake point across all support channels (calls, emails, portal tickets). Efficiently assess business impact to assign accurate priority levels, and take definitive end-to-end ownership of all reported incidents, driving them to resolution or ensuring precise, timely escalation.

• Critical Stakeholder Communications - Act as the definitive voice of the Command Center by drafting and broadcasting timely notifications for incidents, maintenance events, and regional advisories. Seamlessly translate complex technical jargon into clear, actionable updates for external customers, while maintaining strict technical accuracy when briefing internal engineering and leadership teams.

• Bridge Facilitation - Lead and coordinate internal bridge calls during P1 incidents, ensuring the rapid mobilization of necessary technical teams, effective stakeholder engagement, and real-time decision-making to drive rapid resolution and minimize downtime.

• Alarm Monitoring & Site Escalation - Proactively monitor and analyze infrastructure alarms to perform initial remote fault isolation. Rapidly engage and coordinate with local site teams to drive on-the-ground triage and physical mitigation.

• Cross-Tier Collaboration - Maintain seamless, effective communication channels with advanced support tiers and management to immediately flag critical issues requiring urgent intervention.

• Enterprise Ticketing & Real-Time Documentation - Leverage enterprise service management platforms to rigorously manage the complete lifecycle of all operational tasks. Comprehensively document all incidents, communications, maintenance, and problem details to ensure near real-time accuracy and traceability.

• Performance & Compliance - Prioritize and execute daily tasks to consistently meet established KPIs and strictly adhere to customer SLAs.

• Quality Assurance Adherence - Consistently meet established call quality and documentation scorecards, actively participating in routine QA audits to ensure exceptional, standardized service delivery across the operations floor.

• Continuous Improvement & Team Development - Actively develop technical skills and industry knowledge through internal training programs, continuing education, and relevant certifications, while contributing to internal SOPs and operational training frameworks to elevate the teams’ overall technical baseline.

Experience & Technical Skills:

• Diploma in Computer Engineering, Electrical & Electronic Engineering, Information Technology, Computer Science, or equivalent.

• 3+ years of experience working in a 24/7 Global Command Center, Network Operations Center (NOC), Data Center environment, or Contact Center.

• 3+ years of proven success in delivering exceptional customer service or technical support.

• Foundational knowledge of Data Center facility operations, including core mechanical/electrical (M&E) subsystems (UPS, Chiller, CRAC/CRAH, HVAC, Cooling systems, PDU), Building Management Systems (BMS), and physical security protocols.

• Hands-on proficiency in enterprise platforms such as ServiceNow, Microsoft Office Suite, SharePoint, etc.

• Industry certifications such as CDCP, CDCS, CDCTP, DCCA, DCD, ITIL v4/v5 Foundation, or equivalent Data Center credentials are highly advantageous.

Professional Competencies:

• Communication - Exceptional written and verbal communication skills, with the ability to confidently engage both technical and non-technical stakeholders.

• Problem Solving - Strong analytical capabilities with a keen attention to detail and a methodical approach to troubleshooting.

• Attitude & Teamwork - Brings a highly positive, collaborative and professional working attitude to the team, remaining constructive and resilient even during high-pressure incidents.

• Accountability - Highly self-motivated, organized, and capable of prioritizing tasks independently in a fast-paced environment. Demonstrated initiative to see issues through to absolute completion.

• Discipline - A strong commitment to meeting deadlines and adhering strictly to operational procedures.