Control Room Technician – Critical Environments

What This Job Involves

• Monitor, troubleshoot, and maintain data center networks and systems.
• Serve as the first line of defense, responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met.
• Maintain 24/7 availability and reliability of network services.

What is your day to day

• Process all inbound and outbound phone calls, radios calls and digital messages, promptly.
• Read, understand and take necessary action on all Systems Alarms and indications.
• Identify, correct and escalate operational systems performance issues that may not be indicated by alarms, as needed.
• Diligently monitor systems performance, utilizing trending tools and conducting audit based operational practices.
• Comply with BCPs, EOPs, Policies, Procedures and standard or temporary practices, including standing orders, to ensure proper and timely response and communications that comply with Client SLA’s and KPI’s.
• Provide support for Monitoring, Alarm Management, and Incident Bridge communication during incidents, for the Incident.
• Categorize issues for escalation to appropriate technical teams, and Notify teams of issues, outages and remediation status.
• Provide document development, revision and review support as needed.
• Provide Guidance during incidents and help managing the incident, vendor coordination, and work around until the incident is resolved.
• Problem/incident management and tracking, updating tickets and/or work orders as needed to free up the onsite staff to address the issue, logging necessary actions taken by key stakeholders and the time, during critical response events.
• Act as a central point of contact for the daily workflows across all sites. This includes START/STOP authority and verification that workflows comply with established policies and procedures.
• Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
• Ensure all documents of action are taken, in accordance with guidelines, standard policies and procedures.
• Aid in collecting and reviewing performance reports for various systems and reporting trends in performance to senior technical personnel to help them predict future issues, outages and to maximize performance.
• Aid in the fact-finding process for the development of Root Cause Analysis (RCA).
• Aid in Post Problem Review.
• Aid in Resolution and Root Cause Analysis.
• Aid in Post Problem Management, work with internal and external technical and service teams to create and/or update knowledge-based bulletins and corrective actions, lessons learned management development and training for preventing recurrence.
• Designate a lead who will maintain responsibility for monitoring performance of the team and supporting/implementing the necessary items/action to maintain operational consistency among team members that meet client expectations.
• Ensure functional turnover processes are established and followed to ensure continuity in operational execution.
• Maintain real-time awareness of all equipment configurations, issues and lineups.
• Maintain office perks item inventory such as snacks/drinks.

Minimum Requirements

• Proficiency with alarm monitoring systems and building management systems (BMS).
• Basic understanding of incident management platforms and ticketing systems.
• Competency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability to read and interpret system performance data and trending reports.
• Familiarity with communication systems (phone systems, radios, digital messaging platforms).
• Ability to work rotating shifts, including nights, weekends, and holidays (24/7 operation).
• Comfortable working in a command center environment with multiple screens and systems.
• Strong written and verbal communication skills for coordinating across multiple stakeholders.
• Ability to work under pressure and prioritize multiple urgent issues simultaneously.
• Attention to detail for documentation and compliance requirements.
• Problem-solving skills and critical thinking for issue identification and escalation.
• Ability to follow established procedures, policies, and Business Continuity Plans (BCPs).

Preferred Qualifications

• ITIL Foundation certification or similar incident management training.
• Experience with Root Cause Analysis (RCA) methodologies.
• Prior experience meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).