Incident Response Analyst (Data Centre)

Responsibilities:

. Deliver data centre operations support across multiple data centres

. Respond to all alarms/alerts set in Data Center Infrastructure Management (DCIM), Server Automation Operations System (SAOS), CCTV, Access Control Systems (ACS), and other functions (EHS, Security, etc),

. Provide deep understanding and intelligence of the criticality and impact of the incidents to the resolver groups.

. Ensure detailed records of alarm handling activities, including actions taken, resolutions in ticketing tools and file incident reports.

. Be available to coordinate as an incident commander in event of an issue.

. Support program managers and facilitate project deliverables, improve overall operational and engineering initiatives.

. Conduct root cause analysis (RCA) to determine recurring problems to their source.

. Employ in-depth questioning and analysis techniques such as five whys to determine the underlying cause of the incident or problem.

. Handle ticketing system

. Perform duties in compliance with SOP.

Requirements:

. Diploma/Degree in Information Technology.

. 2 years+ experience in command center, service center, or similar 24x7 operations center environment

. Ability to quickly triage multiple incidents and assign the right priority based on risk and confidence levels

. Knowledge of technical elements associated with systems such as IP Networks, DC Environment and Server Health.

. Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements

. Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player required.

. Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.