Service Desk (Global Command Centre)

Shift Assistant Engineer - Data Centre Operations

Responsibilities:

1. Perform 24x7 command centre duties, including monitoring critical systems and responding to customer requests.
   
2. Ensure adherence to Data Centre Policies, Standards, and Processes.
   
3. Handle emergency escalations and reporting when system abnormalities occur.
   
4. Attend to customer work requests promptly and track their progress.
   
5. Assist in incident investigation and resolution by reviewing system logs.
   
6. Provide daily handover and takeover of duties to next shift coworker, preparing handover reports.
   
7. Manning the service desk and delivering excellent customer service.
   
8. Escalate incidents to internal staff and customers, providing timely updates.
   
9. Implement and follow SOP processes as required.
   
10. Perform other ad hoc duties assigned by the Lead Engineer.
    

Requirements:

1. Proficient in English communication and report writing.
   
2. 4-6 years of experience in Microsoft System administration and basic troubleshooting.
   
3. Experience in Data Centre, NOC, or Service Command Centre.
   
4. Technical expertise in critical data centre systems, including Windows/AD, VMWare, AWS, Azure, Linux, and monitoring tools like SolarWinds.
   
5. Knowledge in managing server issues (VMware, AWS, Azure) and file shares and permissions.
   
6. Ability to perform multiple tasks, work independently, and adapt quickly.
   
7. Excellent communication, organizational, and time management skills.
   
8. Familiarity with Excel, PowerPoint, and Analytics tools is an advantage.
   
9. Resolve incidents and tasks following SOPs and provide support to VIPs when needed.
   
10. Monitor alerts and execute changes as per documented processes.