Incident Response Analyst II

Summary:

We are seeking a highly motivated Incident Response, DC, Facility Operations Center (FOC) Analyst to provide 24x7 monitoring and incident management support for global data center critical facilities infrastructure. The role is responsible for maintaining continuous visibility, availability, and reliability of mission-critical mechanical, electrical, cooling, fire protection, and water systems through centralized monitoring platforms and structured operational processes.

The FOC Analyst serves as the first line of response for facility alarms and events, coordinating with internal teams, vendors, and regional stakeholders to ensure timely incident resolution and operational continuity.

Key Responsibilities

1. Real-Time Infrastructure Monitoring

• Perform 24x7 monitoring of critical facility systems across global data centers, including:
  • Electrical power systems
  • Mechanical systems
  • HVAC and cooling infrastructure
  • Fire detection and suppression systems
  • Water systems and supporting infrastructure
• Continuously monitor EPMS, BMS, DCIM, and centralized monitoring platforms.
• Detect abnormal operating conditions and alarms.
• Acknowledge and investigate alarms promptly.
• Track incidents and issues through to closure.
• Identify monitoring gaps and recommend improvements to monitoring coverage.

2. Incident Response and Coordination

• Provide first-level incident triage and technical assessment.
• Respond to facility alarms and operational events in real time.
• Execute escalation procedures according to defined protocols.
• Coordinate with internal teams, site personnel, vendors, and regional stakeholders to ensure timely issue resolution.
• Support major incident management activities for events such as:
  • Utility power failures
  • UPS and generator events
  • Cooling/HVAC failures
  • Fire alarm activations
  • Water leakage events
  • Security and environmental alerts
• Maintain end-to-end ownership of incidents until resolution.

3. Ticket Management and Change Coordination

• Create, update, and manage event tickets within established SLA targets.
• Process work orders and monitor completion quality.
• Track maintenance activities and change requests.
• Support change management processes and ensure operational compliance.
• Maintain accurate records of facility maintenance activities and change windows.

4. Compliance and Operational Governance

• Monitor and follow up on preventive maintenance activities and routine operational changes.
• Review technical documentation submitted by vendors and service providers, including:
  • Method of Procedure (MOP)
  • Risk Assessment (RA)
  • Standard Operating Procedure (SOP)
• Ensure maintenance activities comply with operational standards and freeze-period requirements.
• Support risk management and operational audit activities.

5. Monitoring Platform and Data Administration

• Maintain monitoring platform master data and infrastructure records.
• Ensure the accuracy, completeness, and timeliness of asset and alarm information.
• Support platform optimization and continuous improvement initiatives.
• Maintain facility logs, event records, and operational documentation.

6. Reporting and Data Analysis

• Analyze facility operational data and identify trends or recurring issues.
• Prepare operational reports and performance summaries.
• Provide recommendations to improve reliability and operational efficiency.
• Maintain records required for audit, compliance, and management reporting.

7. Operational Support and Continuous Improvement

• Participate in after-hours support and emergency escalations.
• Provide remote support for overseas data center operations when required.
• Support centralized cross-regional operations and collaboration.
• Contribute to process improvements and monitoring platform enhancements.
• Perform other duties as assigned to support business continuity and operational excellence.

Minimum Qualifications

• Associate Degree, Diploma, or higher in Engineering, Information Technology, Facilities Management, or related disciplines.
• Minimum 2 years of experience in data center operations, facility monitoring, NOC, command center, or mission-critical environments.
• Working knowledge of:
  • Electrical systems
  • Mechanical systems
  • HVAC and cooling infrastructure
  • Fire detection and suppression systems
  • Building Management Systems (BMS)
  • Electrical Power Monitoring Systems (EPMS)