Incident Response Analyst (Data Centre Facilities Management)

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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 the following certifications will have an advantage:

• CDCP – Certified Data Centre Professional
• CDCS – Certified Data Centre Specialist
• FSM – Facilities Systems Management
• Uptime Institute ATD
• ITIL Foundation
• DCCA or DCT certifications
• Electrical or Mechanical engineering certifications

Shift Requirements

• Must 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.