Command Center Analyst - II

Position Title: Command Center Analyst II

Location: Clifton, NJ

Your role

The Command Center Analyst – II is responsible for the day-to-day monitoring of network and infrastructure operations.  Provides customer service, troubleshooting, as well as incident escalation for all internal and external customers contacting the Command Center.  This position is shift based and may be required to work on a rotating schedule. 

What you’ll do

• Provide Tier I, Tier II and Tier III network and customer service support for mission critical 24/7 Data Centers
• Provide Tier I direction and coaching for customers portal usage
• Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
• Monitor and action Alarm platforms to ensure all major or critical alerts are dealt with within SLA
• Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact.
• Provide proactive and reactive assistance for external customers specific to site operations, connectivity, product and customer portal issues and questions.
• Provide support and guidance for Tier I Analysts as subject matter expert. 
• Escalation point for issues escalated from junior team members where appropriate.
• Provide support for complex network environments including problem solving, ability to take ownership of more difficult tasks and problems and see through to resolution.
• Detects and analyzes alarms to provide basic to moderate fault isolation and troubleshooting, escalating to management if necessary.
• Prioritize and triage work properly to meet established KPI measures and commitments.
• Provide effective communication with management to ensure issues that are escalated receive immediate attention.
• Provide thorough documentation of Incident, Maintenance and Problem details in near real-time using existing systems & tools. 
• Ensure SLA’s are met as per customer agreement
• Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations.

What you’ll need 

• 2-3 years of experience working in a 24/7 Network Operation Center, Contact Center or equivalent
• 2-3 years of experience providing customer service or technical support or equivalent
• Excellent written and oral communication skills, able to engage with colleagues and customers and diffuse difficult situations
• Ability to multi-task and prioritize job requirements
• 2-3 years of experience with routers, switches such as Cisco and Juniper
• Advanced network experience and a strong troubleshooting background
• Experience with routing protocols such as BGP and OSPF.
• Knowledge of transport and transmission systems relevant to SONET, DWDM, OCx, or Ethernet and IP Services.
• Strong follow-through and initiative to stay with issues until they are resolved
• Discipline and commitment to meet deadlines.
• Self-motivated and able to work on issues independently with limited supervision
• Effective organizational skills and attention to detail
• Advanced skills with Microsoft Operating Systems, Office Suite and Visio.
• CCNA or equivalent certification preferred, Juniper, and Ciena (a plus)

A bit about us

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 X.

A bit about our Digital team 

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 electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.

What we can offer you

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.

This is an exciting time to join our business so apply now and make your mark on our future.

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.