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. You’ll 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.
