Command Center Analyst (Incident Management in Data Center)

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology services company in Singapore is seeking a network operations specialist responsible for monitoring infrastructure and providing excellent customer service. You will work in a shift-based environment, delivering support for 24/7 data centers and assisting internal and external stakeholders. Ideal candidates will have experience in technical support and strong communication skills.

Qualifications

• Minimum 1 year of experience in a 24/7 Network Operations Center or equivalent environment.
• At least 4 years of customer service or technical support experience in a data center environment.
• Strong written and verbal communication skills.

Responsibilities

• Monitor network and infrastructure operations daily.
• Deliver Tier I network support for 24/7 Data Centers.
• Respond to incoming phone calls, emails, and portal tickets.

Skills

Customer service

Technical support

Communication skills

Multi-tasking

Self-discipline

Job description

This role is responsible for the day-to-day monitoring of network and infrastructure operations.

You will deliver excellent customer service, troubleshoot issues, and elevate incidents for internal and external stakeholders contacting the Command Center. This is a shift-based role, requiring flexibility for rotating schedules.

What You’ll Do

• Work a 12-hour morning shift on a rotating schedule (3-4 days working in a week including weekends/PHs)
• Deliver Tier I network support and customer service for mission-critical, 24/7 Data Centers.
• Participate in a weekly on-call rotation supporting 24/7 operations.
• Provide both proactive and reactive assistance to external customers.
• Support the network environment—logging unfamiliar issues, owning resolution efforts, or escalating as required.
• Receive, triage, and respond to incoming phone calls, emails, and portal tickets from internal and external users.
• Detect and analyze alarms to perform basic fault isolation and troubleshooting; elevate to Tier II, Tier III, or management when needed.
• Generate and publish incident, maintenance, and advisory notifications for internal and external stakeholders at site or regional levels.
• Prioritize tasks to meet defined KPIs and service-level commitments.
• Maintain clear, effective communication with Tier II, Tier III, and management for urgent or high-priority cases.
• Document incidents, maintenance, and problem details in real-time.
• Ensure customer SLAs are consistently met.
• Maintain current knowledge through training—both internal and external—as well as continued education and professional development.

What You’ll Need

• Minimum 1 year of experience in a 24/7 Network Operations Center, Contact Center, or equivalent environment.
• At least 4 year of customer service or technical support experience in data center environment.
• Strong written and verbal communication skills for both colleagues and customers.
• Ability to multi-task and effectively prioritize responsibilities.
• Self-discipline and commitment to meet deadlines consistently.

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOLKELLY Singapore PTE LTD)

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