Command Center Analyst I

Role Overview and Key Responsibilities

As a Command Center Analyst I, you will provide Tier I operational support to ensure seamless 24/7 function of critical Data Centers. You will be the central point for incident intake via calls, emails, and ticket portals, responsible for assessing business impact, prioritizing incidents accurately, and managing them through resolution or escalation. Your role involves drafting clear, timely communications for stakeholders about incidents and maintenance, translating technical details into accessible updates for customers, and briefing internal technical and leadership teams with precision.

You will lead and coordinate bridge calls during priority one incidents promoting rapid mobilization of technical teams and effective stakeholder engagement to minimize downtime. Proactively monitoring alarms and initiating remote fault isolation will be critical, followed by collaboration with on-site teams for physical issue resolution. Maintaining smooth communication with advanced support tiers is essential to escalate critical concerns promptly.

You will use enterprise service management systems to document and track all operational activity comprehensively in near real-time, ensuring compliance with Key Performance Indicators and Service Level Agreements. Adherence to call quality and documentation standards through participation in quality assurance audits will also be part of your daily duties. Continuous professional development and contribution to internal standard operating procedures, training, and knowledge-sharing are encouraged to enhance team capabilities.

Qualifications and Expertise

• Diploma in relevant fields such as Computer Engineering, Electrical & Electronic Engineering, Information Technology, or Computer Science, or equivalent.
• Minimum 3 years’ experience working in 24/7 Global Command Centers, Network Operations Centers, Data Center environments, or Contact Centers.
• Demonstrated 3+ years of delivering outstanding customer service or technical support.
• Basic understanding of Data Center facility systems including UPS, Chiller, CRAC/CRAH, HVAC, Cooling, PDUs, Building Management Systems, and physical security.
• Hands-on experience with enterprise platforms like ServiceNow, Microsoft Office, and SharePoint.
• Professional certifications such as CDCP, CDCS, CDCTP, DCCA, DCD, or ITIL v4/v5 Foundation are highly advisable.

Professional Skills and Behaviors

• Superior communication skills for clear interaction with technical and non-technical stakeholders.
• Analytical mind with attention to detail and systematic problem-solving abilities.
• Positive, cooperative team approach with the ability to remain composed under pressure.
• Self-driven with strong organizational skills and the capability to prioritize tasks independently.
• Discipline in meeting deadlines and consistently following operational protocols.