Global Operations Systems Engineer

Digital Realty; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

A leading global data center services company in Dublin is seeking a Global Operations Systems Engineer II to provide Tier I and II service support for mission-critical Data Centers. Responsibilities include troubleshooting, incident escalation, and maintaining documentation while participating in a rotating on-call schedule. Candidates should possess a bachelor's degree in computer science or related field, along with experience in 24/7 remote support and familiarity with various alarm systems and communication protocols.

Qualifications

• Bachelor’s degree in computer science, engineering, or related field, or proven experience.
• Prior experience in a 24/7 remote support role.
• Knowledge of BMS, EPMS, and alarm systems like Schneider Electric, Siemens, Honeywell is advantageous.

Responsibilities

• Provide Tier I and II service support for critical 24/7 Data Centers.
• Participate in the rotating on-call schedule.
• Maintain thorough documentation of incidents.

Skills

Customer service

Technical support

Problem-solving

Communication protocols

Education

Bachelor’s degree in computer science, engineering, or related field

Tools

BMS

EPMS

DCIM

Job description

The Global Operations Systems Engineer II is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, and incident escalation for all internal customers contacting GOSS, along with liaising between internal departments for issue escalation and resolution. The role is shift based and may be required to work on a rotating on-call schedule.

What You’ll Do

• Provide Tier I and II service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devices
• Participate in the weekly 24/7 rotating on-call schedule
• Provide proactive and reactive assistance to all internal customers
• Support the DLR operations environment, including problem solving and taking ownership of unfamiliar tasks
• Receive, triage, and action incoming phone calls and tickets from internal customers
• Detect and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier III and management if necessary
• Collaborate with Service Desk, IT Systems, and Networking for Tier 1 and Tier 2 issues that require IT assistance
• Prioritize work to meet established KPI measures and commitments
• Maintain thorough documentation of incidents, maintenance, and problem details in near real-time
• Ensure OLA’s are met as per internal agreements

What You’ll Need

• Bachelor’s degree in computer science, engineering, or related field, or proven experience in a related field
• Prior experience working in a 24/7 remote support role
• Data Center experience is advantageous
• Knowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, or Johnson Controls is nice to have
• Well established knowledge of common communication protocols such as Modbus, BACnet, MQTT, SNMP, and Web Services
• Strong experience providing customer service or technical support or equivalent
• Experience in the operations, maintenance, engineering, construction, and delivery of mission critical facilities including the commissioning process
• Ability to analyze cyber security threats and determine their possible impact on the company’s installed systems
• Ability to analyze and assess problems affecting critical operation of facilities, and propose solutions with limited information
• Excellent written and oral communication skills, able to engage with colleagues and customers
• Ability to multi-task and prioritize job requirements
• Strong follow-through and initiative to stay with issues until resolved
• Self-motivated and able to work independently with limited supervision