Control Room Technician – Critical Environments

About the role

The Control Room Technician will monitor, troubleshoot, and maintain the health of data center networks and systems. This role serves as the first line of defense, responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met. It is critical to maintaining 24/7 availability and reliability of network services.

Responsibilities

• Process all inbound and outbound phone calls, radio 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, 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 SLAs and KPIs.
• Provide support for monitoring, alarm management, and incident bridge communication during incidents, categorizing issues for escalation to appropriate technical teams, and notifying teams of issues, outages, and remediation status.
• Provide document development, revision, and review support as needed.
• Provide guidance during incidents, help manage the incident, coordinate with vendors, and implement workarounds until resolution.
• Manage problem/incident tracking, update tickets and/or work orders, log necessary actions taken by key stakeholders, and record timing during critical response events.
• Act as a central point of contact for daily workflows across all sites, including 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 documentation of actions taken complies with guidelines, standard policies, and procedures.
• Assist in collecting and reviewing performance reports for various systems and reporting trends to senior technical personnel to predict future issues, outages, and maximize performance.
• Assist in the fact-finding process for Root Cause Analysis (RCA) development.
• Assist in post-problem review, resolution, and root cause analysis.
• Assist in post-problem management, working with internal and external technical and service teams to create and/or update knowledge-based bulletins, corrective actions, and lessons learned for training and preventing recurrence.
• Designate a lead to monitor team performance and implement necessary actions 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 and drinks.

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).

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).

Client: Cipher Mining Inc