Data Center Site Operations Lead - Global Facility Operations Center

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 420,000 - 700,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Mandaluyong, Metro Manila, seeks a Global Facility Operations Center Shift Lead to act as the senior on-shift resource, ensuring operational excellence, incident response, and technical triage in a 24/7 mission-critical environment.

You will perform hands-on monitoring and serve as SME and escalation point without direct personnel management. The role involves coordinating with internal and external stakeholders, driving timely issue resolution, and

Qualifications

• 2–3 years of experience in a 24/7 NOC/shift lead role.
• Proven background in customer service or technical support with uptime focus.
• Knowledge of BMS systems.
• Knowledge of data center infra (AC power, UPS, HVAC).
• Strong verbal and written communication; escalation handling.

Responsibilities

• Deliver Tier I support for Data Center operations and networking incidents.
• Act as escalation point for junior analysts during live operations.
• Monitor alarms, network systems and infra tools to triage events.
• Coordinate with cross-functional teams to escalate critical events.
• Document incidents, maintenance, and problems in internal systems.
• Adhere to KPIs and SLAs, and support post-incident analysis.

Skills

NOC Shift Lead

Customer service

Technical problem-solving

Incident management

Communication

Job description

As a Global Facility Operations Center Shift Lead, you will serve as the senior on-shift resource responsible for ensuring operational excellence, incident response, and technical triage in a 24/7 mission-critical environment. In addition to performing hands‑on network and infrastructure monitoring duties, you will act as a subject matter expert and primary escalation point for junior analysts. This position involves complex technical problem‑solving, real‑time decision‑making, and proactive communication with internal and external stakeholders, without direct personnel management responsibilities.

What You’ll Do

• Deliver Tier I support for Data Center operations and networking incidents.
• Provide subject matter expertise and guidance for Tier I analysts during live operations.
• Act as a technical escalation point for junior team members, ensuring timely and effective issue resolution.
• Monitor alarm platforms, network systems, and infrastructure tools to detect, triage, and resolve service-impacting events.
• Respond to incoming tickets, emails, and phone inquiries from internal and external customers.
• Drive resolution of customer-facing issues including connectivity, site access, and portal-related problems.
• Draft and disseminate customer communications for incidents, maintenance windows, and advisories.
• Take ownership of complex issues, from troubleshooting to resolution, while maintaining service level expectations.
• Ensure thorough, real‑time documentation of incidents, maintenance, and problems in internal systems.
• Coordinate with cross‑functional teams to escalat[e] critical events as needed and ensure swift remediation.
• Adhere to operational KPIs and SLAs, ensuring accurate tracking and prioritization of work across the shift.
• Support a strong incident management process and participate in post‑incident analysis and service restoration efforts.
• Continuously develop knowledge across network protocols, alarm systems, and service platforms.
• Support management through ongoing auditing of KPI's and quality control of communications
• Assists in coaching and training analysts and documenting progress
• Assists in carrying out performance drills with team to ensure compliance with team goals and objectives

What You’ll Need

• 2–3 years of experience in a 24/7 Network Operations Center (NOC) Shift Lead, Command Center, or Contact Center.
• Proven background in customer service or technical support with a strong focus on uptime and resolution.
• Knowledge of BMS systems
• Knowledge of Data Center infrastructure I.E. AC Power, UPS, HVAC, etc

• Advanced analytical skills and a methodical approach to problem‑solving in high‑pressure environments.
• Strong verbal and written communication skills, with the ability to handle escalations and communicate technical concepts clearly.
• Demonstrated ability to priorities competing tasks and manage shifting operational needs.
• Familiarity with SLA and KPI‑driven environments and best practices in incident response.
• Experience mentoring or supporting peers in a hands‑on technical environment (without direct supervision responsibilities).
• Commitment to continuous learning and professional development in network operations and systems monitoring.