Incident Response Analyst (Data Centre)

ASTREYA ASIA PACIFIC PTE. LIMITED; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A technology operations firm in Singapore is seeking candidates for a role that involves delivering data centre operations support across multiple locations. Candidates should have at least 2 years of experience in command centers and possess strong incident management skills. The position requires attention to detail and effective communication at all organizational levels. Ideal applicants have a Diploma/Degree in Information Technology and a basic understanding of data protection policies.

Qualifications

• 2+ years of experience in command center or similar environment.
• Ability to handle multiple incidents with proper prioritization.
• Basic knowledge of data protection policies (e.g., GDPR).

Responsibilities

• Deliver data centre operations support across multiple locations.
• Respond to alarms and alerts in various systems.
• Support program managers in improving operational initiatives.

Skills

Incident triage

Communication skills

Root cause analysis

Technical knowledge (IP Networks, DC Environment)

Education

Diploma/Degree in Information Technology

Job description

Responsibilities

• Deliver data centre operations support across multiple data centres
• Respond to all alarms/alerts set in Data Center Infrastructure Management (DCIM), Server Automation Operations System (SAOS), CCTV, Access Control Systems (ACS), and other functions (EHS, Security, etc),
• Provide deep understanding and intelligence of the criticality and impact of the incidents to the resolver groups.
• Ensure detailed records of alarm handling activities, including actions taken, resolutions in ticketing tools and file incident reports.
• Be available to coordinate as an incident commander in event of an issue.
• Support program managers and facilitate project deliverables, improve overall operational and engineering initiatives.
• Conduct root cause analysis (RCA) to determine recurring problems to their source.
• Employ in-depth questioning and analysis techniques such as five whys to determine the underlying cause of the incident or problem.
• Handle ticketing system
• Perform duties in compliance with SOP.

Requirements

• Diploma/Degree in Information Technology.
• 2 years+ experience in command center, service center, or similar 24x7 operations center environment
• Ability to quickly triage multiple incidents and assign the right priority based on risk and confidence levels
• Knowledge of technical elements associated with systems such as IP Networks, DC Environment and Server Health.
• Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements
• Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player required.
• Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.