Command Center Analyst

Brief Summary

We are seeking a dedicated Global Command Center Analyst to ensure seamless monitoring of network and infrastructure operations. This role offers an opportunity to provide exceptional customer service in a dynamic, shift-based environment.

Responsibilities

Manage a 12-hour morning shift within a rotating schedule. Provide Tier I network support and exceptional customer service for critical, 24/7 Data Center operations. 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, and escalating as necessary. Handle incoming inquiries via phone calls, emails, and portal tickets from users. Detect and analyze alarms to conduct basic fault isolation and troubleshooting, escalating issues to higher tiers or management as required. Generate and disseminate incident, maintenance, and advisory notifications to stakeholders at both site and regional levels. Prioritize tasks effectively to meet defined Key Performance Indicators (KPIs) and service-level agreements (SLAs). Maintain clear communication with Tier II, Tier III, and management regarding urgent cases. Document incidents, maintenance activities, and problem details in real-time. Stay updated on industry knowledge through continuous training and professional development.

Requirements

Minimum 1 year of experience in a 24/7 Network Operations Center, Contact Center, or a similar environment. At least 1 year of experience in customer service or technical support (or equivalent). Strong written and verbal communication skills for effective interaction with colleagues and clients. Proven ability to multi-task and prioritize responsibilities effectively. Self-motivated with a commitment to meeting deadlines consistently. Basic proficiency in Microsoft Operating Systems, Office Suite, and Visio.