Incident Response Analyst II

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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 multiple priorities in high-pressure situations.
• Fluent in English.
• Chinese language proficiency (reading, writing, and verbal communication) is preferred to support Chinese alarm messages, documentation, and communications.
• Experience in: Network Operations Center (NOC)
• Facility Operations Center (FOC)
• Data Center Operations
• Critical Environment Operations
• Mission Critical Facilities
• Experience supporting global or cross-regional operations.
• Familiarity with structured incident, change, and problem management processes.
• Understanding of data center capacity management (space, power, cooling).
• Experience working with CMMS, DCIM, EPMS, BMS, or ticketing platforms.
• Ability to perform root cause analysis and drive issue resolution.
• Desired Competencies
• Strong sense of ownership and urgency.
• Excellent communication and stakeholder management skills.
• Detail-oriented with strong documentation practices.
• Analytical and problem-solving mindset.
• Ability to learn quickly and adapt to changing operational environments.
• Team-oriented with a proactive and customer-focused attitude.
• Preferred Certifications
• Candidates with t

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