Command Center Analyst I

DIGITAL INVESTMENT MANAGEMENT PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading investment management firm in Singapore is seeking a Command Center Analyst I to monitor network and infrastructure operations, providing customer service and troubleshooting support. The ideal candidate has at least 1 year of experience in a 24/7 Network Operation Center and Data Center, along with strong communication and problem-solving skills. This shift-based role requires effective organization and independence in addressing issues.

Qualifications

• 1 year of experience in a 24/7 Network Operation Center or equivalent.
• 1 year of Data Center experience.
• Basic knowledge of BMS systems and Data Center infrastructure.
• Strong analytical and problem-solving skills.

Responsibilities

• Monitor network and infrastructure operations on a day-to-day basis.
• Provide Tier I support for mission-critical 24/7 Data Centers.
• Triage and action incoming customer communications.
• Ensure SLAs are met as per customer agreements.

Skills

Experience in a 24/7 Network Operation Center

Customer service skills

Excellent communication skills

Problem-solving skills

Ability to multi-task

Attention to detail

Tools

Microsoft Operating Systems

Microsoft Office Suite

Visio

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.