Command Centre Analyst 2

Your role

The GCC Analyst acts as a coordination and escalation point, working closely with internal technical teams and external customers. You’ll operate in a structured, shift‑based environment, supporting service reliability and customer experience. Focusing on technical queries and customer support, you will play a key part in our GCC team.  

What you’ll do

• Monitor data center infrastructure and customer systems during assigned shifts 
• Triage alerts, incidents, and service requests in line with defined procedures 
• Coordinate incident response by engaging the appropriate technical teams 
• Track incidents through to resolution, ensuring clear and timely communication 
• Manage customer requests and escalations in line with SLAs 
• Maintain accurate documentation, logs, and shift handovers 

What you need

• Previous experience in a helpdesk, service desk, NOC, or customer service environment 
• Experience working in an international Business to Business environment (ideally IT, data centers, or telecommunications) is highly desirable  
• Comfortable working in an operational, process‑driven support role 
• Strong written and verbal communication skills 
• Good analytical and problem‑assessment skills 
• High attention to detail and strong organisational abilities 
• Focus on service quality, customer experience, and meeting SLAs 
• Flexibility to work 12‑hour shift patterns 
• Ability to remain calm, structured, and professional under pressure 
• Previous experience/exposure to Data Centers is highly desirable but not essential