Incident Response Analyst II

Overview

The Incident Response Analyst II serves as a key member in managing the lifecycle of facilities-related incidents within a data center environment. They monitor and respond to alarms, coordinate incident communications, and support continuous operational improvements to ensure facility reliability and stability.

Key Responsibilities

• Investigate and respond promptly to alarms and unusual operating conditions.
• Act as initial responders for facility events leveraging monitoring and automation platforms.
• Evaluate incident severity and impact, determining escalation paths appropriately.
• Lead incident coordination and communication during critical facility events, including major incidents.
• Document detailed incident records and maintain updated ticketing systems with timelines and actions taken.
• Facilitate communication with site operations, vendors, engineering, and management stakeholders.
• Conduct preliminary root cause analyses and identify recurrent problems.
• Support operational improvements and participate in lessons learned activities.
• Comply with Standard Operating Procedures (SOPs), Maintenance Operating Procedures (MOPs), Emergency Operating Procedures (EOPs), Runbooks, and Playbooks.
• Participate in 24x7 shift rotations supporting around-the-clock operations.
• Continuously monitor critical facility infrastructure systems such as BMS, DCIM, and EPMS.
• Monitor alarms from utility power, UPS, batteries, generators, power distribution units, cooling/HVAC systems, environmental sensors, leak detection, fire alarm, and suppression systems.
• Identify and classify alarms, escalating incidents per protocol while maintaining communication throughout resolution.
• Operate Closed-Circuit Television (CCTV) systems; experience with Lenel, Genetec, and Avigilon preferred.
• Support emergency responses including utility outages, equipment failures, fire alarms, cooling failures, and evacuations by coordinating with key stakeholders and vendors.
• Maintain comprehensive reports and logs of incidents, actions, and event timelines.
• Participate in drills and business continuity exercises ensuring adherence to emergency procedures.
• Contribute to incident and shift reports, assist with KPI and SLA tracking, and recommend process improvements.

Qualifications

• Minimum 2 years experience in Facilities Operations Center, Network Operations Center, Command Center, or critical operational environments supporting mission-critical facilities or data centers.
• Working knowledge of Building Management Systems, Data Center Infrastructure Management, Electrical Power Monitoring Systems, critical power and cooling systems, fire and environmental monitoring, CCTV, access control, and incident ticketing platforms.
• Strong analytical, problem-solving, and multitasking skills with effective communication abilities under pressure.
• Capable of working independently and collaboratively within teams, handling multiple ongoing incidents.
• Willingness to work rotating shifts including nights, weekends, and public holidays; role requires onsite presence at data center facilities.
• Preferred educational background includes diploma or degree in Electrical, Mechanical, or Facilities Engineering or related fields.
• Experience with Schneider Electric EcoStruxure, Vertiv, Siemens, Johnson Controls platforms, and physical security systems like Lenel, Genetec, or Avigilon is advantageous.
• Familiarity with incident management frameworks and recognized certifications such as Schneider Electric DCCA, Uptime Institute ATD/ATSC, BICSI DCDC, or ITIL Foundation is beneficial.
• Prior exposure to hyperscale or colocation data center environments is a plus.