Field Service Operations Engineer (ID: 688130) - #1125988

Operations Support Systems Engineer is responsible for providing day-to-day technical support and triage for Data Center OSS platforms. This role ensures smooth operations of monitoring and control systems, delivering timely troubleshooting and incident escalation for internal stakeholders. The position involves close collaboration with cross-functional teams and adherence to operational standards in a 24/7 mission-critical environment. This is a shift-based role.

• Deliver Tier I and Tier II support for OSS platforms managing Data Center infrastructure, including BMS (Building Management Systems), EPMS (Electrical Power Monitoring Systems), and OT (Operational Technology) devices.

• Participate in a 24/7 rotating on-call schedule to ensure continuous support.

• Provide proactive and reactive assistance to internal teams for system-related issues.

• Triage incoming tickets and calls, ensuring timely resolution or escalation to Tier III and management.

• Monitor alarms, perform initial fault isolation, and escalate complex issues as needed.

• Collaborate with Service Desk, IT Systems, and Networking teams for integrated troubleshooting.

• Maintain accurate and real-time documentation of incidents, maintenance activities, and resolutions.

• Continuously update technical knowledge through training and professional development.

• Bachelor’s degree in computer science, Engineering, or equivalent experience (5+ years).

• 3–5 years in a 24/7 remote support or Data Center operations role.

• Strong knowledge of OSS platforms, BMS, EPMS, DCIM, and alarm delivery systems.

• Familiarity with communication protocols: Modbus, BACnet, MQTT, SNMP, Web Services.

• Understanding of Data Center infrastructure and critical MEP systems (Electrical/HVAC).

• Ability to analyze operational issues and propose solutions under limited information.

• Proficiency in Microsoft OS, Office Suite, and Visio.

• Experience with cybersecurity threat analysis for operational systems.

• Ability to interpret engineering drawings and modify BMS graphics.