Global Operations Center Support Specialist

ROLES AND RESPONSIBILITIES

As a Global Operations Centre (GOC) Support Specialist, your primary responsibility is to support network operations, server hardware and alerts from the data centre facilities. You’ll work in a 24x7 shift-based environment, ensuring timely responses, incident resolution, and adherence to service level agreements (SLAs). Below are some key tasks you can expect to be responsible for:

Network Monitoring & Operations

• Manage tier-1 network monitoring round the clock.

• Monitor the performance and health of data centre, networks, and hardware systems.

• Identify potential issues and troubleshoot technical problems promptly to minimise downtime.

• Log, update, and progress tickets to resolution.

• Collaborate with cross-functional teams to deploy, repair, and maintain data centre infrastructure.
  

Incident Management & Escalation

• Follow escalation procedures during critical incidents.

• Act as the point of contact for significant events or technical escalations.

• Coordinate and supervise data centre maintenance efforts, collaborating with internal and external parties.
  

Documentation & Communication

• Compile daily monitoring and operational tasks into documents.

• Ensure compliance with physical security procedures, including visitor management and equipment movement.

• Maintain access logs and service reports.

• Track equipment movement in and out of data centres and warehouse facilities.
  

Quality Assurance & Assessment

• Ensure subcontractors deliver quality services and meet contractual obligations.

• Conduct routine assessments of data centre infrastructure systems and critical facilities.

• Perform other duties as assigned by line managers.

SKILLS AND EXPERIENCE

• Holds a Diploma or Professional certification in Electrical, Mechanical, Computer Science, Information Technology, or possess equivalent experience.

• Demonstrates a career path marked by continuous personal development with at least two years of experience in data centres or 24x7 critical environment management.

• Able to work shifts, including weekends and public holidays.

• Has a basic understanding and experience with electrical and mechanical systems commonly used in a data centre.

• Proficient in network and server hardware troubleshooting.

• Possesses a working knowledge of physical IT infrastructure components.

• Comfortable working on rotating shifts.

• Have working knowledge and experience with monitoring and ticketing tools.

• Demonstrates good problem-solving and communication skills.

• Proven ability to work effectively under direction.

Location & Reporting

• Based in: Singapore

• Reporting to: Senior Operations Manager, Singapore