Incident Response Analyst II

Responsibilities

• Incident and Event Management
• Investigate, acknowledge, and respond to alarms and abnormal operating conditions.
• Act as the first line of defense for facility events using monitoring and automation platforms.
• Assess the severity and operational impact of incidents and determine appropriate escalation paths.
• Coordinate incident bridges and communication during critical events.
• Serve as incident coordinators during major facility incidents.
• Maintain incident records and update ticketing systems with detailed actions and event timelines.
• Facilitate communications with site operations teams, vendors, engineering teams, and management stakeholders.
• Conduct preliminary root cause analysis (RCA) and identify recurring issues.
• Support operational improvement initiatives and lessons learned activities.
• Ensure compliance with SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• This position is shift rotation, 24x7 operation.
• Facilities Monitoring and Alarm Operations
• The FOC continuously monitors critical facility infrastructure to ensure uptime, reliability, and operational stability of the data center environment.
• Monitor Building Management Systems (BMS), Data Center Infrastructure Management (DCIM), and Electrical Power Monitoring Systems (EPMS).
• Identify, classify, and acknowledge alarms.
• Evaluate incident criticality and operational impact.
• Escalate issues to on-site technicians, facilities engineers, or management in accordance with escalation procedures.
• Track incidents through resolution and maintain communication with stakeholders.
• Ensure all alarm activities are documented accurately within ticketing systems.
• Perform duties in accordance with SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• Monitor Closed-Circuit Television (CCTV). Familiarity with systems such as Lenel, Genetec, and Avigilon is preferred.
• Review camera footage to validate incidents and support investigations.
• Maintain incident reports and event logs.
• Follow SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• Familiarity with systems such as Lenel, Genetec, and Avigilon is preferred.
• Critical Event and Emergency Response
• FOC Analysts support the management of emergency situations and critical infrastructure events affecting data center operations.
• Coordinate response activities during utility outages, equipment failures, environmental alarms, and emergency conditions.
• Maintain communication bridges and provide status updates to stakeholders.
• Support emergency procedures during fire alarms, generator operations, cooling failures, and site evacuation events.
• Coordinate with vendors, facilities engineers, and local site teams to expedite restoration efforts.
• Document event timelines, response actions, and lessons learned.
• Participate in emergency drills and business continuity exercises.
• Ensure adherence to Emergency Operating Procedures (EOPs).
• Reporting and Continuous Improvement
• FOC Analysts contribute to operational excellence by maintaining accurate records and supporting process improvements.
• Produce incident reports and shift summaries.
• Maintain accurate documentation of alarms, escalations, and corrective actions.
• Support trend analysis and recurring issue identification.
• Participate in Root Cause Analysis (RCA) and post-incident reviews.
• Recommend improvements to procedures, runbooks, and escalation paths.
• Assist with KPI and SLA reporting.
• Support continuous improvement initiatives and operational excellence programs.

Requirements

• Required Qualifications
• 2+ years of experience in a Facilities Operations Center (FOC), Network Operations Center (NOC), Command Center, Critical Environment, or similar 24x7 operational environment.
• Experience supporting mission-critical facilities or data center operations.
• Technical Knowledge
• Working knowledge of:
• Building Management Systems (BMS)
• Data Center Infrastructure Management (DCIM)
• Electrical Power Monitoring Systems (EPMS)
• Critical power and cooling infrastructure
• Fire detection and suppression systems
• Environmental monitoring systems
• CCTV and Access Control Systems
• Incident management and ticketing systems
• Soft Skills
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple concurrent incidents.
• Excellent written and verbal communication skills.
• Abi

Benefits

Additional Information

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Company Intel

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