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:* 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.