Command Center Analyst I

About the role

The Global Command Center Analyst I provides day‑to‑day monitoring and Tier I support for mission‑critical data‑center infrastructure. Working on a rotating shift schedule, you will be the first point of contact for internal and external customers, handling calls, emails and portal tickets, and escalating incidents as needed.

Key responsibilities

• Monitor data‑center infrastructure and detect alarms, performing basic fault isolation and troubleshooting.
• Provide Tier I network and customer‑service support for 24/7 data‑center operations.
• Receive, triage and act on incoming calls, emails and tickets from customers.
• Generate and publish incident, maintenance and advisory notifications for internal and external audiences.
• Maintain accurate, near‑real‑time documentation of incidents, maintenance activities and problem details.
• Participate in the weekly on‑call schedule and ensure SLA commitments are met.
• Collaborate with Tier II, Tier III and management to flag urgent cases.

Required profile

• Minimum 1 year experience in a 24/7 Network Operations Center, contact centre or similar environment.
• At least 1 year experience supporting data‑center infrastructure.
• Strong written and oral communication skills.
• Ability to multitask, prioritize work and follow issues through to resolution.

Required skills

• Microsoft Operating Systems
• Microsoft Office Suite
• Microsoft Visio
• Basic knowledge of Building Management System (BMS) platforms
• Basic knowledge of data‑center infrastructure
• Familiarity with DLR network environment