Security Installation/Data Center Operations Engineer - GFOC | Onsite-Shaw
Summary
Maintains and troubleshoots critical data-center infrastructure like power, cooling, and security systems, providing 24/7 Tier I support and incident response for external customers.
Hands-on experience managing and supporting critical facilities infrastructure, including power systems, cooling systems, generators, Building Management Systems (BMS), and overall data center/facility operations.
Monitoring or responding to: UPS systems, Generators, Power Distribution Units (PDU), HVAC/CRAC/CRAH systems, Chillers and cooling infrastructure, Fire/Life Safety systems, Environmental monitoring systems, Building Management Systems (BMS), Electrical distribution systems, Security and access control systems, Data center infrastructure
Provide Tier I network and customer service support for mission critical 24/7 Data Centers
Participate in the weekly 24/7 on-call schedule
Provide proactive and reactive assistance to all external customers
Provide support for the network environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or elevate as needed.
Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
Detect and analyze Data Center infrastructure alarms to provide basic fault isolation and troubleshooting, escalating to Tier II, Tier III and management if necessary.
Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
Prioritize work properly to meet established KPI measures and commitments.
Responsible for Customer and Internal updates
Establish effective lines of communication with Tier II, Tier III and management to ensure cases are flagged that require immediate attention.
Thorough documentation of incident, maintenance and problem details in near real-time.
Ensure SLA’s are met as per customer agreement.
Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations