Incident Response Analyst II

Key Responsibilities1. 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)
• DCIM or centralized monitoring platforms
• Experience working with incident management and escalation procedures.
• Strong communication and coordination skills.
• Ability to work in a 24x7 rotating shift environment.
• Ability to manage multipl