Data Center Ops Analyst , Incident Management (Loyang) (ID: 679000) - #1111136

Your Role

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.

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.

EA License No.: 01C4394 (PERSOLKELLY Singapore PTE LTD)

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOL Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolsingapore.com You acknowledge that you have read, understood, and agree with the Privacy Policy.