Command Center Analyst I

Overview
Location: Singapore
Position Title: Command Center Analyst I
Job Responsibilities
Provide Tier I network and customer service support for mission-critical 24/7 data centers.
Deliver both proactive and reactive support to internal and external customers.
Support DLR’s network environment by troubleshooting issues, owning unfamiliar tasks through to resolution, or escalating as needed.
Triage and action incoming support requests via phone, email, and customer portals.
Detect and analyze alarms to perform initial fault isolation and basic troubleshooting, escalating to Tier II, Tier III, or management, as necessary.
Monitor, interpret, and respond to alarms and event notifications across various systems, ensuring accurate classification, timely escalation, and resolution to minimize service impact.
Generate and publish timely communications and updates to internal teams and external stakeholders regarding incidents, maintenance, and advisories with regional or site-specific impact.
Prioritize tasks effectively to meet KPIs and service commitments.
Provide timely and accurate customer and internal updates.
Establish clear communication lines with escalation teams and leadership to flag critical issues.
Document incidents, maintenance actions, and problem details in near real-time.
Ensure service level agreements (SLAs) are consistently met.
Lead and coordinate internal bridge calls during P1 incidents, ensuring effective communication, stakeholder engagement, and real-time decision-making to drive rapid incident resolution.
Contribute to process improvement initiatives by identifying recurring issues, proposing enhancements, and supporting implementation of standardized best practices across teams.
Participate in a global shift rotation schedule as part of a 24/7 follow-the-sun support model, ensuring continuous service coverage across regions.
What You’ll Need
Diploma in Computer Engineering, Electrical & Electronic Engineering, Information Technology, Computer Science, or equivalent.
Have at least two (2) years of experience in a 24/7 Network Operations Center, Data Center Operations, Command Center, or similar environments.
Basic understanding of Building Management Systems (BMS), core Data Center infrastructure, with experience working on mission critical systems such as UPS, Chiller, CRAC/CRAH, HVAC, Cooling systems, PDU, etc.
Have at least one (1) year of experience providing technical support or customer service.
Strong verbal and written communication skills, with the ability to interact professionally with both technical teams and customers.
Proven ability to manage multiple tasks simultaneously and adapt to shifting priorities.
Demonstrated ownership and persistence in following through on tasks until fully resolved.
Self-discipline, time management, and a commitment to meeting deadlines.
Ability to work independently with minimal supervision while contributing to a collaborative team environment.
Excellent organizational skills and strong attention to detail.
Solid analytical thinking and effective problem-solving skills.
ITIL Foundation V4 certified, Lean Six Sigma, and other relevant Data Center Certifications (e.g., CDCP, CDCTP, DCCA, CDCS, etc.) will be advantageous.
Having relevant work experience with ServiceNow will also be preferred.
About Us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
IT Services and IT Consulting
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