Global Command Center Analyst

Global Command Center (GCC) Analyst
Location: Ashburn, VA

Shifts:  

7AM - 7PM 

Your Role

The GCC Analyst is responsible for providing continuous monitoring and support for critical data center infrastructure and customer environments from the Global Command Center. This role serves as a central point for incident response, service request management, and operational coordination, ensuring high levels of customer service, system reliability, and uptime. The position works closely with customers and internal teams to identify, escalate, and resolve issues while supporting incident and problem management processes in a fast-paced, 24/7 operational environment.

What you'll do

• Monitor data center infrastructure and customer-specific systems to identify, diagnose, and respond to alerts and events.

• Manage customer service requests and incidents, ensuring timely resolution and adherence to established service levels.

• Proactively identify potential infrastructure and operational issues and escalate them appropriately to minimize business impact.

• Support incident and problem management processes, including documentation, tracking, communication, and follow-through.

• Coordinate with internal operations, engineering, and technical support teams to resolve customer and infrastructure issues.

• Communicate clearly and professionally with customers regarding incidents, service requests, status updates, and resolutions.

• Follow established operational procedures and best practices to maintain service reliability and data center uptime.

• Handle escalations with professionalism and urgency while maintaining a high level of customer satisfaction.

• Maintain accurate records, logs, and documentation related to incidents, service requests, and operational activities.

• Contribute to continuous improvement initiatives that enhance monitoring effectiveness, service delivery, and operational performance.

What you'll need

• At least 1 year of experience in a Help Desk, Technical Support, NOC, Command Center, Customer Service, or similar operations environment, with at least 1 year in a 24/7 operational setting. 

• Experience supporting customers in a fast-paced, high-volume B2B environment, preferably within data centers, telecommunications, technology, or IT operations. 

• Working knowledge of data center infrastructure and basic understanding of Building Management Systems (BMS). 

• Strong analytical, troubleshooting, and problem-solving skills with the ability to assess, prioritize, and resolve issues quickly. 

• Excellent written and verbal communication skills with a customer-focused approach and the ability to engage effectively with customers and internal teams. 

• Proven ability to manage multiple priorities, maintain attention to detail, and consistently meet SLAs, deadlines, and operational targets. 

• Demonstrated initiative, ownership, and follow-through to drive issues to resolution with limited supervision. 

• Ability to work effectively under pressure, adapt to changing business needs, and support critical operations in a 24/7/365 environment. 

• Proficiency with Microsoft Office applications and Windows operating systems; Visio experience is a plus. 

• Associate's or Bachelor's degree in a related field preferred, or an equivalent combination of education and experience.

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.

A bit about our team 

Operations

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. 

Training and Development 

Join our Data Center Operations team and gain the support to succeed from day one. Our onboarding program prepares you to contribute meaningfully right away, with clear career pathways and continuous training to fuel your long-term growth. From onboarding to specialized development, we equip you with the skills and opportunities to make a lasting impact in operations.

Health and Safety

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.

Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee’s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.

We are hiring for multiple positions:GCC Analyst 1 Compensation range: $29.62 – $40.72 per hour, GCC Analyst 2 Compensation Range: $32.98 – $48.87. This compensation range represents the Company’s good faith belief as to what it will pay as a hourly rate for this position at the time of this posting.

Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more. 

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