GCC Analyst II

Digital Realty

  • Ireland
  • Permanent
  • Full-time
  • 8 hours ago
Job Category: Command CenterJob Description:GCC Operational Support - based BlanchardstownHaving recently relocated our Global Command Centre to Dublin we are excited to have some great new opportunities to support our mission critical Data Centers.We are looking for Critical Operations Support to join our new Global Command Center team based in Dublin. This is a day-shift role supporting the global team for our customers and involves monitoring alarms, handling incidents and managing escalated communications effectively.You should have knowledge and experience with facilities centers, confidence in dealing with clients over the phone, and the ability to manage critical escalations calmly and professionally. This role operates on a shift pattern.We offer excellent career growth in a very stable sector, investing in internal promotions and supporting our employee's progression and continuous learning. Additionally, our generous salaries and excellent benefits ensure your hard work is recognized and rewarded.What you'll do
  • Provide Tier 1 and Tier II 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.
  • Escalation point for issues escalated from junior team members where appropriate.
  • Provide support for the DLR network environments including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion, or escalate as needed.
  • Detects and analyzes alarms to provide basic troubleshooting, escalating to Tier III and management if necessary.
  • Prioritize and triage work properly to meet established KPI measures and commitments.
  • Provide effective communication with Tier III and 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.
  • Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations
What you'll need
  • 1 year of experience working in a Network Operation Center, Contact Center or equivalent
  • 1 year 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
  • 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
  • Basis skills with Microsoft Operating Systems, Office Suite and Visio.
  • CCNA or equivalent certification preferred
Your work scheduleThis position is shift based and you will be required to work on a rotating schedule.You will work alternate 4-day and 3-day weeks. Every other week you will have 4 days off.The shift hours may change over time as we add new regions.The role is based in Blanchardstown, W DublinA bit about usDigital 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 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.What we can offer youOur 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. This is an exciting time to join our business so apply now and make your mark on our future.Our Compensation PhilosophyDigital 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.

Digital Realty