12 hours shift role
We are seeking a Global Operations Systems Engineer to provide day-to-day technical support and triage for Data Center Operations Systems. This role involves troubleshooting, incident escalation, and collaboration across internal teams to ensure smooth operations of mission-critical systems.
Key Responsibilities
- Deliver Tier I and II support for 24/7 Data Centers, including BMS, EPMS, and OT devices.
- Participate in a weekly rotating on-call schedule.
- Provide proactive and reactive assistance to internal customers.
- Troubleshoot and resolve issues in the operations environment, escalating when necessary.
- Handle incoming calls and tickets, ensuring timely triage and resolution.
- Detect and analyze alarms, perform basic fault isolation, and escalate to Tier III when required.
- Collaborate with Service Desk, IT Systems, and Networking teams for cross-functional issue resolution.
- Maintain accurate and timely ticket updates and documentation of incidents and maintenance activities.
- Ensure compliance with internal OLA and KPI standards.
- Continuously update technical knowledge through training and professional development.
Qualifications/Skills Required:
- Bachelor's degree in Computer Science, Engineering, or related field, or 5+ years of equivalent experience.
- 3-5 years of experience providing customer service or technical support or equivalent and experience in 24/7 remote support role and Data Center operations.
- Strong knowledge of BMS, EPMS, DCIM, and alarm delivery systems (Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, Johnson Controls).
- Familiarity with communication protocols: Modbus, BACnet, MQTT, SNMP, Web Services.
- Experience with hardware integration and troubleshooting critical infrastructure (Electrical/HVAC).
- Well established knowledge of Data Center infrastructure
- Ability to drive internal support teams, troubleshooting and routine training & system orientations across all systems supporting daily operations.
