Key Responsibilities

Real-Time Infrastructure Monitoring
Perform 24x7 monitoring of critical facility systems across global data centers, including:

Continuously monitor EPMS, BMS, DCIM, and centralized monitoring platforms.
Detect abnormal operating conditions and alarms.
Acknowledge and investigate alarms promptly.
Track incidents and issues through to closure.
Identify monitoring gaps and recommend improvements to monitoring coverage.
Incident Response and Coordination
Provide first-level incident triage and technical assessment.
Respond to facility alarms and operational events in real time.
Execute escalation procedures according to defined protocols.
Coordinate with internal teams, site personnel, vendors, and regional stakeholders to ensure timely issue resolution.
Support major incident management activities for events such as:

Maintain end-to-end ownership of incidents until resolution.
Ticket Management and Change Coordination
Create, update, and manage event tickets within established SLA targets.
Process work orders and monitor completion quality.
Track maintenance activities and change requests.
Support change management processes and ensure operational compliance.
Maintain accurate records of facility maintenance activities and change windows.
Compliance and Operational Governance
Monitor and follow up on preventive maintenance activities and routine operational changes.
Review technical documentation submitted by vendors and service providers, including:

Ensure maintenance activities comply with operational standards and freeze-period requirements.
Support risk management and operational audit activities.
Monitoring Platform and Data Administration
Maintain monitoring platform master data and infrastructure records.
Ensure the accuracy, completeness, and timeliness of asset and alarm information.
Support platform optimization and continuous improvement initiatives.
Maintain facility logs, event records, and operational documentation.
Reporting and Data Analysis
Analyze facility operational data and identify trends or recurring issues.
Prepare operational reports and performance summaries.
Provide recommendations to improve reliability and operational efficiency.
Maintain records required for audit, compliance, and management reporting.
Operational Support and Continuous Improvement
Participate in after-hours support and emergency escalations.
Provide remote support for overseas data center operations when required.
Support centralized cross-regional operations and collaboration.
Contribute to process improvements and monitoring platform enhancements.
Perform other duties as assigned to support business continuity and operational excellence.

Minimum Qualifications

Associate Degree, Diploma, or higher in Engineering, Information Technology, Facilities Management, or related disciplines.
Minimum 2 years of experience in data center operations, facility monitoring, NOC, command center, or mission-critical environments.
Working knowledge of:

Experience working with incident management and escalation procedures.
Strong communication and coordination skills.
Ability to work in a 24x7 rotating shift environment.
Ability to manage multiple priorities in high-pressure situations.
Fluent in English.
Chinese language proficiency (reading, writing, and verbal communication) is preferred to support Chinese alarm messages, documentation, and communications.

Preferred Qualifications

Desired Competencies

Preferred Certifications

Candidates with the following certifications will have an advantage:

Shift Requirements

Must be willing to work a 24x7 rotating shift schedule.
Participate in weekends, public holidays, and on-call duty rotations when required.
Support emergency response activities and major incidents.

Key Performance Indicators (KPIs)

The Successful Candidate Is Expected To Consistently Achieve

100% shift attendance and handover compliance.
24x7 continuous monitoring coverage.
Alarm acknowledgement within 1 minute.
Immediate notification generation within 2 minutes.
Event ticket creation within 10 minutes.
Compliance with escalation and incident management SLAs.
Zero service-impacting human errors.
Accurate documentation and reporting.
Continuous improvement contributions to operational processes and monitoring platforms.

Incident Response Analyst II