Data Centre Support Specialist

1 week ago

Singapore beBeeIncidentResponse Full time $80,000 - $120,000
Incident Response Specialist

We are seeking a highly skilled Incident Response Specialist to join our team. As an Incident Response Specialist, you will be responsible for providing critical support in responding to and resolving incidents in a timely and effective manner.

Responsibilities:

  1. Deliver data centre operations support across multiple data centres by working closely with cross-functional teams to identify and resolve technical issues.
  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, and provide deep understanding and intelligence of the criticality and impact of the incidents to the resolver groups.
  3. Ensure detailed records of alarm handling activities, including actions taken, resolutions in ticketing tools, and file incident reports.
  4. Be available to coordinate as an incident commander in event of an issue, and facilitate project deliverables to improve overall operational and engineering initiatives.
  5. Conduct root cause analysis (RCA) to determine recurring problems to their source, employing in-depth questioning and analysis techniques such as five whys to determine the underlying cause of the incident or problem.
  6. Handle ticketing system, perform duties in compliance with SOP, and maintain accurate records of incident resolution and follow-up actions.

Requirements:

  1. Degree in Information Technology or related field.
  2. 2+ years experience in command center, service center, or similar 24x7 operations center environment.
  3. Ability to quickly triage multiple incidents and assign the right priority based on risk and confidence levels.
  4. Knowledge of technical elements associated with systems such as IP Networks, DC Environment, and Server Health.
  5. Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details, and an eye for continuous improvements.
  6. Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player required.
  7. Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.

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