24/7 Data Center Operations & Incident Analyst

Digital Realty; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Digital Realty Singapore is seeking an experienced Operations Center professional to deliver Tier I monitoring, incident triage, and end-to-end resolution for 24/7 data centers. You will coordinate bridge calls, draft external and internal communications, monitor alarms, and collaborate across tiers to meet KPIs and SLAs while driving continuous improvement.

A Diploma in a relevant engineering or IT field and 3+ years in a NOC or data center environment are preferred, with ITIL knowledge and

Qualifications

• Diploma or equivalent in a relevant field.
• 3+ years of experience in a 24/7 Command Center, NOC, or data center environment.
• 3+ years of customer service or technical support experience.
• Foundational knowledge of DC facility operations including M&E subsystems.
• Proficiency with enterprise platforms such as ServiceNow, MS Office Suite, SharePoint.
• ITIL v4/v5 Foundations or equivalent certifications are advantageous.

Responsibilities

• Operational Monitoring & Support - Deliver Tier I operational support for 24/7 data centers.
• Incident Management, Triage & Ownership - Own incidents end-to-end and escalate as needed.
• Critical Stakeholder Communications - Draft timely updates for incidents and maintenance events.
• Bridge Facilitation - Lead internal bridge calls during P1 incidents for rapid resolution.
• Alarm Monitoring & Site Escalation - Monitor alarms and coordinate with site teams for triage.
• Cross-Tier Collaboration - Maintain communication with advanced support tiers and management.
• Enterprise Ticketing & Real-Time Documentation - Document incidents, communications, and actions.
• Performance & Compliance - Meet KPIs and customer SLAs.
• Quality Assurance Adherence - Maintain call quality and documentation standards.
• Continuous Improvement & Team Development - Develop skills and contribute to SOPs.

Skills

Data center ops

NOC experience

Customer service

M&E subsystems knowledge

ServiceNow

MS Office

SharePoint

Incident management

Education

Diploma in Computer Engineering, Electrical & Electronic Engineering, Information Technology, Computer Science, or equivalent

ITIL v4/v5 Foundations or equivalent certifications

Tools

ServiceNow

Microsoft Office

SharePoint

Job description

Digital Realty Singapore is seeking an experienced Operations Center professional to deliver Tier I monitoring, incident triage, and end-to-end resolution for 24/7 data centers. You will coordinate bridge calls, draft external and internal communications, monitor alarms, and collaborate across tiers to meet KPIs and SLAs while driving continuous improvement.

A Diploma in a relevant engineering or IT field and 3+ years in a NOC or data center environment are preferred, with ITIL knowledge and