Command Center Analyst II

Ibex; Manila; On-site; PHP 390,600 - 558,000; Full time

Job summary

Ibex is seeking a Global Command Center Analyst II to monitor Data Center infrastructure and provide exceptional customer service. The role involves troubleshooting and incident management, ensuring high operational standards while working a rotating shift schedule.

Candidates should have 2-3 years of relevant experience in network operations or technical support and be able to communicate effectively with team members and customers. Advanced knowledge of Data Center systems is essential.

Qualifications

• 2-3 years of experience in a 24/7 Network Operation Center.
• Strong written and oral communication skills.
• Advanced network experience with a troubleshooting background.

Responsibilities

• Provide Tier I network and customer service support.
• Triage and action incoming phone calls and emails.
• Document incident and maintenance details in near real-time.

Skills

Customer service

Troubleshooting

Communication skills

Network operations

Data Center operations

Multi-tasking

Tools

Microsoft Operating Systems

Office Suite

Visio

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 elevate 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.