Command Center Analyst I

DIGITAL INVESTMENT MANAGEMENT PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Digital Investment Management Pte. Ltd. in Singapore seeks a diligent Command Center Analyst I to monitor network and infrastructure operations day and night.

You will provide Tier I support, handle incident escalation, and communicate status to customers and internal teams on a rotating shift. The role emphasizes reliable service delivery, strong problem solving, and clear documentation of events and updates, with opportunities to grow within a global data center environment.

Qualifications

• 1 year of experience in a 24/7 NOC or equivalent.
• 1 year of Data Center experience.
• Basic knowledge of BMS systems.
• Basic knowledge of Data Center infrastructure.
• 1 year of customer service or technical support experience.
• Excellent written and oral communication skills.
• Ability to multi-task and prioritize.
• Strong follow-through and initiative to stay with issues until they are resolved.
• Discipline and commitment to meet deadlines.
• Self-motivated with limited supervision.
• Effective organizational skills.
• Basic skill in Microsoft Operating Systems, Office Suite and Visio.
• Strong analytical and problem-solving skills.

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 and ownership through to completion or elevation.
• Receive, triage and action incoming calls, emails and portal tickets.
• Detect alarms and perform basic fault isolation and escalate when needed.
• Generate and publish customer notifications and updates for incidents and advisories.
• Prioritize work to meet KPI measures and commitments.
• Responsible for customer and internal updates.
• Establish lines of communication with Tier II/III and management to flag urgent cases.
• Document incident details in near real-time.
• Ensure SLAs are met as per customer agreement.
• Maintain knowledge and skills through training and education.

Skills

24/7 NOC experience

Data Center experience

Customer service

Communication

Multi-tasking

Microsoft OS

Visio

Problem solving

Documentation

Tools

BMS systems

Job description

Position Title: Command Center Analyst I

Location: Singapore

Your role

The Command Center Analyst – I is responsible for the day-to-day monitoring of network and infrastructure operations. Provides customer service, troubleshooting, as well as incident escalation for all internal and external customers contacting the Global Command Center. The role is shift based and may be required to work on a rotating schedule.

What you’ll do

• 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
• Detects and analyze 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

What you’ll need

• 1 year of experience working in a 24/7 Network Operation Center, Contact Center or equivalent
• 1 year of Data Center experience
• Basic knowledge of BMS systems
• Basic knowledge of Data Center infrastructure
• 1 year of experience providing customer service or technical support or equivalent
• Excellent written and oral communication skills, able to engage with colleagues and customers
• Ability to multi-task and prioritize job requirements
• 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.
• Basic skill in Microsoft Operating Systems, Office Suite and Visio.
• Strong analytical and problem-solving skills.