Global Command Center Analyst (NOC / Data Center) - PRIT

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. seeks a Global Command Center Analyst to monitor network and infrastructure operations with a strong emphasis on customer service and incident escalation for internal and external stakeholders. The role operates on a 12-hour rotating schedule to support 24/7 operations.

The position requires providing Tier I network support, handling alarms, and logging incidents while collaborating with teams. Regular training and on-call rotations are part of the duties.

Qualifications

• Strong verbal and written communication skills.
• Ability to multi-task and prioritize effectively under pressure.
• High level of self-discipline and time management.

Responsibilities

• Provide Tier I network support and excellent customer service for mission-critical, 24/7 Data Centers.
• Triage and respond to phone calls, emails, and portal tickets from internal and external users.
• Document incidents, maintenance activities, and issues in real-time.

Skills

Verbal communication

Written communication

Multi-tasking

Prioritization

Time management

Self-discipline

Tools

Microsoft Operating Systems

Office Suite

Visio

Job description

Global Command Center Analyst (Shift-Based Role)

We are seeking a Global Command Center Analyst to support day-to-day monitoring of network and infrastructure operations. This role requires a strong focus on customer service, issue troubleshooting, and incident escalation for both internal and external stakeholders. The position operates on a 12-hour rotating shift schedule to support 24/7 operations.

Key Responsibilities:

• Work a 12-hour morning shift on a rotating schedule.
• Provide Tier I network support and excellent customer service for mission-critical, 24/7 Data Centers.
• Participate in a weekly on-call rotation to support continuous operations.
• Offer proactive and reactive assistance to external clients.
• Support the network environment by logging unfamiliar issues, managing resolution efforts, or escalating appropriately.
• Triage and respond to phone calls, emails, and portal tickets from internal and external users.
• Detect and analyze alarms to perform fault isolation and basic troubleshooting; elevate to Tier II, Tier III, or management as needed.
• Generate and distribute incident, maintenance, and advisory notifications to stakeholders.
• Prioritize tasks to meet defined KPIs and service-level agreements.
• Maintain clear communication with relevant teams and management, especially for urgent or high-priority cases.
• Document incidents, maintenance activities, and issues in real-time.
• Stay current through regular training, continued education, and professional development.

Requirements:

• Minimum of 1 year of experience in a 24/7 Network Operations Center, Contact Center, or similar environment.
• At least 1 year of customer service or technical support experience.
• Strong verbal and written communication skills.
• Ability to multi-task and prioritize effectively under pressure.
• High level of self-discipline and time management.
• Basic proficiency with Microsoft Operating Systems, Office Suite, and Visio.