Senior Associate IT Data Center Operations Analyst

The Senior Associate IT Data Center Operations Analyst is a developing subject matter expert typically responsible for providing technical support for Data Center operations, installing and troubleshooting server hardware and software, provide technical support and assistance to end-users, ensuring the smooth operation of Data Center. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced environment.

Key Responsibilities:

Provide Operation Support:

• Respond and resolve Service request from Customer (Call, email, etc.)
• Internal and external notification (incident, planned maintenance, etc.)
• Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process.
• Ensure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it.

Technical Operations:

• Perform service operation activities including remote hands smart hands, etc.
• Perform cross-connection work in the data Center
• Implement solutions such as repair, replacement, or configuration.

Incident Management:

• Log, track, and manage incidents and service requests using the Ticketing System.
• Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely manner

User Account Management:

• Create, modify, and deactivate user accounts and permissions in various systems.

Customer Service:

• Provide excellent customer service, ensuring a positive experience for end-users.

Knowledge and Attributes:

Technical Proficiency:

• Strong technical knowledge of Data Center hardware, software, and network systems.
• Proficiency in diagnostic and testing tools.
• Experience providing remote support in Collaboration technologies.
• Experience Network Cabling Infrastructure

Problem-Solving:

• Excellent analytical and troubleshooting skills.
• Document resolution details in the ticketing system.

Communication:

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Communicate with customers regarding the status and resolution of their requests.

Customer Service:

• Demonstrated ability to provide high-quality customer service and support.
• Stay updated with the latest technologies and best practices in data Center operations.

Time Management:

• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Ability to work hard and put in longer hours when it is necessary.

Team Player:

• Ability to work collaboratively within a team and contribute to a positive team environment.
• Ability to work independently and as part of a team.
• Collaborate with other engineers and departments regarding complex issues.
• Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required

Academic Qualifications, Certifications & Required experience:

• Minimum of 3 years of experience in an IT support or service desk role
• Minimum of 2 years of experience in in a similar role, with strong understanding of IT and Data Center Operations.
• Bachelor's degree or equivalent in Computer Science or Information Technology or related field.
• ITIL v4 Foundation knowledge is preferred.
• Additional beneficial certifications such as CDCP etc.