Data Center Engineer

2 days ago

Singapore PERSOL APAC Full time

Data Center Engineer (Network Operations)

This role is responsible for the day-to-day monitoring of network and infrastructure operations. You will deliver excellent customer service, troubleshoot issues, and escalate incidents for internal and external stakeholders contacting the Global Command Center. This is a shift-based role, requiring flexibility for rotating schedules.

What You’ll Do

  • Work a 12-hour morning shift on a rotating schedule.
  • Deliver Tier I network support and customer service for mission-critical, 24/7 Data Centers.
  • Participate in a weekly on-call rotation supporting 24/7 operations.
  • Provide both proactive and reactive assistance to external customers.
  • Support the network environment—logging unfamiliar issues, owning resolution efforts, or escalating as required.
  • Receive, triage, and respond to incoming phone calls, emails, and portal tickets from internal and external users.
  • Detect and analyze alarms to perform basic fault isolation and troubleshooting; escalate to Tier II, Tier III, or management when needed.
  • Generate and publish incident, maintenance, and advisory notifications for internal and external stakeholders at site or regional levels.
  • Prioritize tasks to meet defined KPIs and service-level commitments.
  • Maintain clear, effective communication with Tier II, Tier III, and management for urgent or high-priority cases.
  • Document incidents, maintenance, and problem details in real-time.
  • Ensure customer SLAs are consistently met.
  • Maintain current knowledge through training—both internal and external—as well as continued education and professional development.

What You’ll Need

  • Minimum 1 year of experience in a 24/7 Network Operations Center, Contact Center, or equivalent environment.
  • At least 1 year of customer service or technical support experience (or equivalent).
  • Strong written and verbal communication skills for both colleagues and customers.
  • Ability to multi-task and effectively prioritize responsibilities.
  • Self-discipline and commitment to meet deadlines consistently.
  • Basic proficiency with Microsoft Operating Systems, Office Suite, and Visio.
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