Global Operations Systems Engineer

Your role

The Global Operations Systems Engineer II is responsible for the day-to-day triage and technical support of Data Center Operations Systems. Provides service, troubleshooting, as well as incident escalation for all internal customers contacting GOSS, along with liaising between internal departments for issue escalation and resolution.  The role is shift based and may be required to work on a rotating on-call schedule.

What you’ll do

• Provide Tier I and II service support for mission critical 24/7 Data Centers for BMS, EPMS, and OT devices
• Participate in the weekly 24/7 rotating on-call schedule
• Provide proactive and reactive assistance to all internal customers
• Provide support for the DLR operations environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or escalate as needed
• Receive, triage and action incoming phone calls and tickets from internal customers
• Detects and analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier III and management if necessary
• Collaborate with Service Desk, IT Systems, and Networking for Tier 1 and Tier 2 issues that require IT assistance
• Prioritize work properly to meet established KPI measures and commitments.
• Thorough documentation of incident, maintenance and problem details in near real-time. 
• Ensure OLA’s are met as per internal agreements.

What you’ll need

• Bachelor’s degree in computer science, engineering or other related fields, or proven experience in a related field
• Prior experience working in a 24/7 remote support role
• Data Center experience will be advantageous
• Knowledge of BMS, EPMS, DCIM, and alarm delivery systems, including familiarity with BMS system from Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell or Johnson Controls will be nice to have
• Well established knowledge of common communication protocols such as Modbus, BACnet, MQTT, SNMP, and Web Services
• Strong experience providing customer service or technical support or equivalent
• Experience in the operations, maintenance, engineering, construction, and delivery of mission critical facilities including the commissioning process
• Ability to analyze cyber security threats and determine their possible impact on the company’s installed systems
• Ability to analyze and assess problems affecting critical operation of facilities, and propose solutions, with limited information
• Excellent written and oral communication skills, able to engage with colleagues and customers
• Ability to multi-task and prioritize job requirements
• Strong follow-through and initiative to stay with issues until they are resolved

• Self-motivated and able to work on issues independently with limited supervision

  
  

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 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 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. 

Apply today, take charge of your career and grow your talents with us. 

Safely Powering Progress

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

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.