Command Center Analyst I

Your Role

As a Global Command Center Analyst-I, you are the first line of defense and the primary operational point of contact for our mission-critical data center infrastructure. You will actively monitor systems, deliver exceptional customer service, and drive incident triage and escalation for both internal and external stakeholders. (Note: This is a 24/7 shift-based, on-site role that requires working on a rotating schedule to ensure continuous global support).

What You’ll Do

• Operational Monitoring & Support - Deliver Tier I operational support to ensure the continuous, uninterrupted operation of mission-critical 24/7 Data Centers.

• Incident Management, Triage & Ownership - Serve as the primary operational intake point across all support channels (calls, emails, portal tickets). Efficiently assess business impact to assign accurate priority levels, and take definitive end-to-end ownership of all reported incidents, driving them to resolution or ensuring precise, timely escalation.

• Critical Stakeholder Communications - Act as the definitive voice of the Command Center by drafting and broadcasting timely notifications for incidents, maintenance events, and regional advisories. Seamlessly translate complex technical jargon into clear, actionable updates for external customers, while maintaining strict technical accuracy when briefing internal engineering and leadership teams.

• Bridge Facilitation - Lead and coordinate internal bridge calls during P1 incidents, ensuring the rapid mobilization of necessary technical teams, effective stakeholder engagement, and real-time decision-making to drive rapid resolution and minimize downtime.

• Alarm Monitoring & Site Escalation - Proactively monitor and analyze infrastructure alarms to perform initial remote fault isolation. Rapidly engage and coordinate with local site teams to drive on-the-ground triage and physical mitigation.

• Cross-Tier Collaboration - Maintain seamless, effective communication channels with advanced support tiers and management to immediately flag critical issues requiring urgent intervention.

• Enterprise Ticketing & Real-Time Documentation - Leverage enterprise service management platforms to rigorously manage the complete lifecycle of all operational tasks. Comprehensively document all incidents, communications, maintenance, and problem details to ensure near real-time accuracy and traceability.

• Performance & Compliance - Prioritize and execute daily tasks to consistently meet established KPIs and strictly adhere to customer SLAs.

• Quality Assurance Adherence - Consistently meet established call quality and documentation scorecards, actively participating in routine QA audits to ensure exceptional, standardized service delivery across the operations floor.

• Continuous Improvement & Team Development - Actively develop technical skills and industry knowledge through internal training programs, continuing education, and relevant certifications, while contributing to internal SOPs and operational training frameworks to elevate the teams’ overall technical baseline.
   

What You’ll Need

Experience & Technical Skills:

• Diploma in Computer Engineering, Electrical & Electronic Engineering, Information Technology, Computer Science, or equivalent.

• 3+ years of experience working in a 24/7 Global Command Center, Network Operations Center (NOC), Data Center environment, or Contact Center.

• 3+ years of proven success in delivering exceptional customer service or technical support.

• Foundational knowledge of Data Center facility operations, including core mechanical/electrical (M&E) subsystems (UPS, Chiller, CRAC/CRAH, HVAC, Cooling systems, PDU), Building Management Systems (BMS), and physical security protocols.

• Hands-on proficiency in enterprise platforms such as ServiceNow, Microsoft Office Suite, SharePoint, etc.

• Industry certifications such as CDCP, CDCS, CDCTP, DCCA, DCD, ITIL v4/v5 Foundation, or equivalent Data Center credentials are highly advantageous.

Professional Competencies:

• Communication - Exceptional written and verbal communication skills, with the ability to confidently engage both technical and non-technical stakeholders.

• Problem Solving - Strong analytical capabilities with a keen attention to detail and a methodical approach to troubleshooting.

• Attitude & Teamwork - Brings a highly positive, collaborative and professional working attitude to the team, remaining constructive and resilient even during high-pressure incidents.

• Accountability - Highly self-motivated, organized, and capable of prioritizing tasks independently in a fast-paced environment. Demonstrated initiative to see issues through to absolute completion.

• Discipline - A strong commitment to meeting deadlines and adhering strictly to operational procedures.

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing communications with customers on electrical power, cooling, fire suppression and network connectivity systems, our team plays a vital role in making sure everything in our data centers is managed as it should be.

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. 

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. 

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled.  All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.