Incident Response Analyst (Data Centre)

Key Responsibilities1. Real-Time Infrastructure MonitoringPerform 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 infrastructureContinuously 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 CoordinationProvide 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 alertsMaintain end-to-end ownership of incidents until resolution.3. Ticket Management and Change CoordinationCreate, 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 GovernanceMonitor 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 AdministrationMaintain 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 AnalysisAnalyze 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 ImprovementParticipate 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 QualificationsAssociate 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 platformsExperience 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.Preferred QualificationsExperience in: Network Operations Center (NOC), Facility Operations Center (FOC), Data Center Operations, Critical Environment Operations, Mission Critical FacilitiesExperience 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 CompetenciesStrong 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 CertificationsCandidates with the following certifications will have an advantage:CDCP – Certified Data Centre ProfessionalCDCS – Certified Data Centre SpecialistFSM – Facilities Systems ManagementUptime Institute ATDITIL FoundationDCCA or DCT certificationsElectrical or Mechanical engineering certificationsShift RequirementsMust be willing to work a 24x7 rotating shift schedule.Participate in weekends, public holidays, and on-call duty rotations when required.Support emergency response activities and major incidents.