Incident Response Analyst (Data Centre)

Responsibilities

• 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

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting