Command Center Analyst II – 24/7 Data Center Support

About the role

The Global Command Center Analyst II monitors day‑to‑day operations of mission‑critical data center infrastructure. Working on a rotating shift schedule, the analyst provides Tier I network and customer‑service support to internal and external users, ensuring rapid response to incidents and alarms.

Key responsibilities

• Monitor data‑center infrastructure (AC power, UPS, HVAC, BMS) and detect alarms.
• Receive, triage and act on phone calls, emails and portal tickets from customers.
• Provide Tier I network troubleshooting and escalation to Tier II/III as needed.
• Participate in the weekly 24/7 on‑call rotation.
• Generate and publish incident, maintenance and advisory notifications.
• Prioritize work to meet KPI and SLA commitments.
• Maintain detailed, near‑real‑time documentation of incidents and actions.
• Continuously update technical knowledge through training.

Required profile

• 2‑3 years experience in a 24/7 Network Operations Center or contact center.
• 2‑3 years experience providing technical support or customer service.
• 2‑3 years experience with data‑center operations or engineering.
• Strong written and oral communication skills and ability to handle difficult situations.
• Ability to multitask, prioritize and follow issues through to resolution.
• Self‑motivated, disciplined and detail‑oriented.

Required skills

• Advanced network troubleshooting.
• Knowledge of DLR network environment.
• Familiarity with BMS systems.
• Understanding of data‑center infrastructure (AC power, UPS, HVAC).
• Proficiency with Microsoft Operating Systems, Office Suite and Visio.