Data Center Ops Analyst , Incident Management (Loyang) (ID: 679000)

PERSOL; Singapore; Hybrid; SGD 35,000 - 50,000; Full time

Job summary

A global services provider in Singapore seeks a Network Operations Center support specialist to monitor network and infrastructure operations. This role includes delivering excellent customer service and requires flexibility for rotating shifts. Candidates should have at least one year of experience in a 24/7 environment and strong communication skills.

Qualifications

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

Responsibilities

• Monitor network and infrastructure operations.
• Deliver Tier I network support and customer service.
• Participate in on-call rotation for 24/7 operations.

Skills

Customer service

Technical support

Communication skills

Multi-tasking

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 escalate incidents for internal and external stakeholders contacting the Global 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.
• 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; Escalate 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 1 year of customer service or technical support experience (or equivalent).
• Strong written and verbal communication skills for both colleagues and customers.
• Ability to multi‑task and effectively prioritize responsibilities.
• 12 hours fixed shift based role, 7am to 7pm (including weekends, public holiday) with 3‑4 days working pattern.