The Global Command Center Analyst II – is responsible for the day-to-day monitoring of Data Center infrastructure operations. Provides customer service, troubleshooting, as well as incident escalation for all internal and external customers contacting the Global Command Center. This position is shift based and may be required to work on a rotating schedule.

Responsibilities

Provide Tier I network and customer service support for mission critical 24/7 Data Centers
Participate in the weekly 24/7 on-call schedule
Provide proactive and reactive assistance to all external customers
Provide support for the DLR network environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or escalate as needed.
Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
Detect and analyze Data Center infrastructure alarms to provide basic fault isolation and troubleshooting, escalating to Tier II, Tier III and management if necessary.
Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
Prioritize work properly to meet established KPI measures and commitments.
Responsible for Customer and Internal updates
Establish effective lines of communication with Tier II, Tier III and management to ensure cases are flagged that require immediate attention.
Thorough documentation of incident, maintenance and problem details in near real-time.
Ensure SLA's are met as per customer agreement.
Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations

Qualifications

2-3 years of experience working in a 24/7 Network Operation Center, Contact Center or equivalent
2-3 years of experience providing customer service or technical support or equivalent
Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations
2-3 years of Data Center operations or engineering experience
Knowledge of BMS systems
Knowledge of Data Center infrastructure I.E. AC Power, UPS, HVAC, etc
Ability to multi-task and prioritize job requirements
Advanced network experience and a strong troubleshooting background
Strong follow-through and initiative to stay with issues until they are resolved
Discipline and commitment to meet deadlines.
Self-motivated and able to work on issues independently with limited supervision
Effective organizational skills and attention to detail
Advanced skills with Microsoft Operating Systems, Office Suite and Visio.