System Incident Resolution Specialist

2 days ago

Singapore beBeeIncident Full time $100,000 - $120,000
Job Title: System Incident Resolution Specialist

About the Role:

  • We are seeking a skilled System Incident Resolution Specialist to join our team. In this role, you will be responsible for delivering data centre operations support across multiple data centres.
  • You will 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.
  • Your primary goal is to provide deep understanding and intelligence of the criticality and impact of the incidents to the resolver groups.

Key Responsibilities:

  1. Deliver data centre operations support across multiple data centres.
  2. 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.
  3. Provide deep understanding and intelligence of the criticality and impact of the incidents to the resolver groups.
  4. Ensure detailed records of alarm handling activities, including actions taken, resolutions in ticketing tools and file incident reports.
  5. Coordinate as an incident commander in event of an issue.
  6. Support program managers and facilitate project deliverables, improve overall operational and engineering initiatives.
  7. Conduct root cause analysis (RCA) to determine recurring problems to their source.
  8. Employ in-depth questioning and analysis techniques such as five whys to determine the underlying cause of the incident or problem.
  9. Handle ticketing system.
  10. Perform duties in compliance with SOP.

Requirements:

  • Diploma/Degree in Information Technology.
  • 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.

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