Senior Availability Management Analyst, APAC

Vantage; Cyberjaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Job summary

Vantage seeks a technically minded analyst to lead APAC Operations Service Management, governing Change, Incident and Problem processes across APAC data centres. You will own end-to-end change lifecycle, apply the Level of Risk framework, and drive RCA and corrective actions with cross-functional teams.

In this regional role, you will partner with Site Operations, Reliability Engineering and Customer teams, deliver audit-ready records, and report KPI trends to leadership.

Qualifications

• Bachelor’s degree in electrical or mechanical engineering or related field.
• 5+ years in critical facilities or data centre operations with governance experience
• Strong understanding of mechanical and electrical infrastructure
• Familiarity with ITIL or similar change management frameworks
• Knowledge of data centre compliance standards (ISO, Uptime Institute)
• Experience with ServiceNow or equivalent change management platforms

Responsibilities

• Lead the implementation and continuous improvement of APAC Operations Change, Incident and Problem Management processes.
• Oversee end-to-end lifecycle of change requests and Problem records across APAC sites.
• Ensure Level of Risk framework is applied and incidents are properly prioritized.
• Lead training and coaching to build site team capability and reduce risk.
• Collaborate with Site Operations, Reliability Engineering and Customer teams.
• Maintain accurate records and ensure audit readiness.
• Monitor KPIs to track RCA performance and corrective action closure.
• Lead the APAC drill program and drive resilience improvements.
• Stay updated on industry best practices and emerging trends in data centre governance.

Skills

ITIL knowledge

ServiceNow experience

Communication skills

Stakeholder management

Change governance

Electrical/mechanical knowledge

Education

Bachelor’s degree in electrical or mechanical engineering

Tools

ServiceNow

Job description

About Vantage

Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Regional Operations

The Regional Operations team plays a critical role in enabling safe, reliable, and scalable data center operations across the portfolio, ensuring consistent service delivery and operational performance for Vantage customers. Operating across multiple sites, the team provides the governance, systems, and operational frameworks required to maintain the health and integrity of infrastructure environments.

With deep expertise in mission critical operations, Regional Operations integrates engineering, service management, and operational support functions to drive consistency, performance, and continuous improvement. Responsibilities include establishing standardized operating practices for new and existing facilities, overseeing maintenance and capacity strategies, optimizing performance across sites, and ensuring effective response and recovery from unplanned events through coordinated regional support.

About The Opportunity

Vantage's Critical Facility Operations teams manage our buildings and deliver best-in‑class data centre services to our customers. At the front line are Critical Facility Engineers, responsible for the safe operation of critical electrical and mechanical infrastructure — work that demands deep operational knowledge and genuine fluency in service; change, incident and problem management.

We are seeking a technically minded, organised and detail‑oriented analyst to lead and govern the APAC Operations Service Management program across all three disciplines. The position is pivotal: it ensures every infrastructure change across our APAC data centres is executed with precision and transparency, and that every significant incident converts into a defensible root cause analysis and a corrective action that genuinely closes. You will be the regional focal point for governance, risk mitigation and compliance across our mission‑critical environments.

You will own the change lifecycle end to end across all APAC sites — submission, approval, execution and post‑change review — applying the Level of Risk (LOR) framework to classify changes and confirm that mitigation is proportionate and in place. The mandate extends equally to the post‑event side: progressing the Problem lifecycle in ServiceNow, driving RCA (Root Cause Analysis) and Review completion against agreed service levels, holding the standard on record integrity across priority, Configuration Item and resolution coding, and maturing the APAC Known Error Database toward permanent engineered solutions. Success depends on close partnership with Site Operations, Engineering, Reliability and Customer teams, supported by training delivery, workflow optimisation and contribution to the APAC drill programme. You will also sustain audit readiness across change, incident and problem records, and produce the regional KPI and trend reporting on risk levels, RCA quality and corrective action closure that leadership relies on.

Your Duties And Responsibilities

• Lead the implementation and continuous improvement of APAC Operations Change, Incident and Problem Management processes, ensuring alignment with global policies and operational excellence standards.
• Oversee the end-to-end lifecycle of change requests and Problem records, from submission and initiation through approval, execution, root cause analysis and post‑event review, across all APAC sites.
• Ensure the Level of Risk (LOR) framework is applied, changes are appropriately categorised, incidents are correctly prioritised, and appropriate mitigation strategies are in place.
• Act as the APAC authority on MOP, SOP and EOP standards, owning procedure quality, structure and governance across all sites. Lead training and coaching that builds site team capability, holds teams to a consistent standard and reduces operational risk.
• Collaborate with Site Operations, Reliability Engineering and Customer teams to ensure clear communication and alignment on change, incident response and Problem investigation activities.
• Maintain accurate records of all changes, incidents and Problems, ensuring documentation and record hygiene meet internal audit, customer and regulatory requirements.
• Monitor Change, Incident and Problem metrics and KPIs to track approval timelines, risk levels, Root Cause Analysis (RCA) service level performance and corrective action closure.
• Ensure RCA review outputs are reviewed for quality, completeness and evidence rigour, with corrective actions tracked through to validated closure.
• Ensure documentation and related training materials are comprehensive, clear, and meet the needs of Operations teams, including incident response and Problem Management guidance.
• Lead the APAC drill program as the regional authority on emergency readiness. Set drill standards, hold site teams accountable and lead training on escalation and EOP processes. Partner with the wider availability team on monthly performance reviews that turn findings into improvements in operational resilience.
• Stay updated on industry best practices and emerging trends in data center Change, Incident and Problem Management, continuously seeking opportunities to enhance processes, tools and reporting capabilities used by the Operations Service Management teams.
• Operate autonomously, making confident, independent decisions in high‑pressure and time‑critical situations. Stay firm and in control under pressure, take full ownership of outcomes and escalated only when needed.

Measures of Success

Success in this role will be demonstrated by:

• No customer‑impacting incident attributable to a change that was inadequately assessed, documented or routed
• Draft and final RCA SLA compliance sustained across customer‑facing and internal obligations
• Sustained reduction in open, overdue and stale corrective actions on high impact problems
• All high risk and emergency changes receive genuine independent review before authorisation
• Change and problem record sets remain audit‑ready without remediation effort
• Documented improvement trend in process compliance across sites and vendors
• Site teams and vendors demonstrably apply the process without escalation for routine work
• Regional coverage maintained through rotation without dependence on the Manager for day‑to‑day decisions

Requirements

Ideally you will have these skills, qualifications, and characteristics:

• Bachelor’s degree in electrical or mechanical engineering, or a related field.
• 5+ years of experience in critical facilities or data centre operations, with at least 2 years in a change management or governance role.
• Strong understanding of mechanical and electrical infrastructure in mission‑critical environments.
• Familiarity with ITIL or similar change management frameworks.
• Knowledge of data centre compliance standards (e.g., ISO, Uptime Institute)
• Experience with ServiceNow or equivalent change management platforms.
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to work across time zones and cultures in a fast‑paced, high‑availability environment.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines.
• Strong communication and presentation skills, with the ability to convey complex information clearly to various stakeholders.
• Strong organisational skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Attention to Detail and a High level of accuracy in written materials.
• Able to adapt quickly, demonstrating a can‑do attitude

You will thrive in this role if you bring a sharp eye for detail alongside a practical, outcome‑focused mindset, and if you can uphold a high standard even when delivery pressure is on. It calls for confidence and conviction: schedules are tight and requesters move fast, so your value comes from being the person others trust to hold the line and get the documentation right. In return, you gain regional scope, direct visibility with VP‑level stakeholders, and a clear pathway into broader service management.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do.

Benefits

• Our hard and efficient work is rewarded with an above market total compensation package.
• We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
• Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Vantage is an Equal Opportunity Employer.

Vantage does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage.