Command Center Analyst II

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 420,000 - 720,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Global Command Center Analyst II to monitor data center infrastructure, provide customer service, and escalate incidents. The role operates on a shift basis with rotating schedules in a 24/7 environment.

Responsibilities include triaging tickets, analyzing alarms, and publishing incident updates while ensuring SLA commitments and KPI targets are met. Strong communication and documentation skills are essential.

Qualifications

• 2–3 years in a 24/7 NOC, data center, or equivalent.
• 2–3 years in customer service or technical support.
• Excellent written and verbal communication.
• 2–3 years in Data Center operations or engineering.
• Knowledge of BMS systems.
• Knowledge of Data Center infrastructure (AC power, UPS, HVAC).
• Ability to multi-task and prioritize.
• Advanced networking experience and troubleshooting.
• Strong follow-through and initiative to resolve issues.
• Self-motivated with minimal supervision.
• Organizational skills and attention to detail.
• Proficient with Microsoft OS, Office Suite and Visio.

Responsibilities

• Provide Tier I network and customer service support for 24/7 Data Centers.
• Participate in the weekly 24/7 on-call schedule.
• Assist external customers with proactive and reactive support.
• Support the DLR network environment including problem solving and escalation as needed.
• Receive, triage and act on calls, emails and portal tickets from customers.
• Detect and analyze Data Center infrastructure alarms and escalate as needed.
• Publish internal and external notifications for Incidents, Maintenance, and Advisories.
• Prioritize work to meet established KPI measures.
• Provide customers and internal updates on case status.
• Coordinate with Tier II/III and management for urgent issues.
• Document incident details in near real-time.
• Ensure SLA commitments are met.
• Maintain knowledge through training and certifications.

Skills

Clear communication

Advanced troubleshooting

Multi-tasking

Independent worker

Organizational skills

Network operation

Customer service

Tools

Microsoft Windows OS

Office Suite

Visio

BMS systems

Job description

Overview

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 escalation 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.