Global Operations Center Support Specialist

Global Operations Centre (GOC) Support Specialist

ABOUT SUSTAINABLE METAL CLOUD

Sustainable Metal Cloud was founded with a vision to move cloud computing towards net zero, with solutions forged through advanced technology.

An NVIDIA CSP partner, we operate a zero-compromise large-scale GPU cloud service that furthers the adoption of artificial intelligence, responsibly, and sustainably. Part of the ST Telemedia Global Data Centres group, we're an expert in large-scale, mission-critical infrastructure, with operational excellence in our DNA.

Our technology stack is founded on revolutionary, high-efficiency energy saving technology that consumes materially less power when hosting and running GPU-based workloads. Delivering this to the customer as a managed service, we are at the forefront of sustainability in the cloud enabling large-scale AI to be built with a carbon footprint of up to half of competing solutions.

WHY YOU'LL LOVE WORKING HERE

• A fast-paced and dynamic environment working with next-gen technology. You'll be operating at the intersection of sustainability and artificial intelligence helping to transform an industry.
  
  


• Working with and access to colleagues who are true innovators and leaders in their field.
  
  


• Real growth and career progression opportunities. We're still very young in with plenty of room to grow.
  
  


• As an emerging company, we work as a close-knit team. Work with the founders, grow a strong network, and witness the impact you make first-hand as we democratise AI tools for everyone more sustainably, and more affordably.
  
  


• We believe that people from diverse backgrounds come together to do their best work, be their authentic selves and build great things. We are proud to be an equal opportunity employer.

ROLES AND RESPONSIBILITIES

As a Global Operations Centre (GOC) Support Specialist, your primary responsibility is to support network operations, server hardware and alerts from the data centre facilities. You'll work in a24x7 shift-basedenvironment, ensuring timely responses, incident resolution, and adherence to service level agreements (SLAs). Here are the key tasks:

Network Monitoring and Operations:

• Manage tier-1 network monitoring round the clock.


• Monitor the performance and health of data centre, networks and hardware systems.


• Identify potential issues and troubleshoot technical problems promptly to minimise downtime.


• Log, update, and progress tickets to resolution.


• Collaborate with cross-functional teams to deploy, repair, and maintain data centre infrastructure.

Incident Management and Escalation:

• Follow escalation procedures during critical incidents.


• Act as the point of contact for significant events or technical escalations.


• Coordinate and supervise data centre maintenance efforts, collaborating with internal and external parties.

Documentation and Communication:

• Compile daily monitoring and operational tasks into documents.


• Ensure compliance with physical security procedures, including visitor management and equipment movement.


• Maintain access logs and service reports.


• Track equipment movement in and out of data centres and warehouse facilities.

Quality Assurance and Assessment:

• Ensure subcontractors deliver quality services and meet contractual obligations.


• Conduct routine assessments of data centre infrastructure systems and critical facilities.


• Perform other duties as assigned by line managers.

SKILLS AND EXPERIENCE

• Holds a Diploma or Professional certification in Electrical, Mechanical, Computer Science/ Information Technology or possesses equivalent experience.


• Demonstrates a career path marked by continuous personal development with at least two years of experience in Data Centres or 24/7 critical environment management.


• Able to work shifts, including weekends and public holidays.


• Has a basic understanding and experience with electrical and mechanical systems commonly used in a Data Centre.


• Proficient in network and server hardware troubleshooting.


• Possesses a working knowledge of physical IT infrastructure components.


• Comfortable working on rotating shifts.


• Having working knowledge and experience with monitoring & ticketing tools.


• Demonstrates good problem-solving and communication skills.


• Proven ability to work effectively under direction.