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Global Operations Centre Support Specialist
2 months ago
Roles & Responsibilities
ROLES AND RESPONSIBILITIES
As a Global Operations Centre (GOC) Support Specialist , your primary responsibility is to support network operations, server hardware and alerts from the data centre facilities. Youll work in a 24/7 shift-based environment, ensuring timely responses, incident resolution, and adherence to service level agreements (SLAs). Here are the key tasks:
Network Monitoring and Operations :
Manage tier-1 network monitoring round the clock. Monitor the performance and health of data centre, networks and hardware systems. Identify potential issues and troubleshoot technical problems promptly to minimise downtime. Log, update, and progress tickets to resolution. Collaborate with cross-functional teams to deploy, repair, and maintain data centre infrastructure.Incident Management and Escalation:
Follow escalation procedures during critical incidents. Act as the point of contact for significant events or technical escalations. Coordinate and supervise data centre maintenance efforts, collaborating with internal and external parties.Documentation and Communication :
Compile daily monitoring and operational tasks into documents. Ensure compliance with physical security procedures, including visitor management and equipment movement. Maintain access logs and service reports. Track equipment movement in and out of data centres and warehouse facilities.Quality Assurance and Assessment :
Ensure subcontractors deliver quality services and meet contractual obligations. Conduct routine assessments of data centre infrastructure systems and critical facilities. Perform other duties as assigned by line managers.SKILLS AND EXPERIENCE
Holds a Diploma or Professional certification in Electrical, Mechanical, Computer Science/ Information Technology or possesses equivalent experience. At least two years of working experience in Data Centres or 24/7 critical environment management. Able to work shifts, including weekends and public holidays. Proficient in network and server hardware troubleshooting. Basic understanding and experience with electrical and mechanical systems commonly used in a Data Centre. Have working knowledge and experience with monitoring & ticketing tools. Possesses a working knowledge of physical IT infrastructure components. Comfortable working on rotating shifts. Demonstrates good problem-solving and communication skills.