Incident Response Analyst 2

Knowledge, Skills & Abilities:

Incident and Event Management

FOC Analysts are responsible for the end-to-end lifecycle of facilities-related incidents, from detection and triage through escalation, coordination, and documentation. Analysts ensure timely response, effective communication, and continuous improvement through root cause analysis and operational reporting.

Responsibilities

• Investigate, acknowledge, and respond to alarms and abnormal operating conditions.
• Act as the first line of defense for facility events using monitoring and automation platforms.
• Assess the severity and operational impact of incidents and determine appropriate escalation paths.
• Coordinate incident bridges and communication during critical events.
• Serve as incident coordinators during major facility incidents.
• Maintain incident records and update ticketing systems with detailed actions and event timelines.
• Facilitate communications with site operations teams, vendors, engineering teams, and management stakeholders.
• Conduct preliminary root cause analysis (RCA) and identify recurring issues.
• Support operational improvement initiatives and lessons learned activities.
• Ensure compliance with SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• This position is shift rotation, 24x7 operation.

Facilities Monitoring and Alarm Operations

The FOC continuously monitors critical facility infrastructure to ensure uptime, reliability, and operational stability of the data center environment.

Responsibilities

• Monitor Building Management Systems (BMS), Data Center Infrastructure Management (DCIM), and Electrical Power Monitoring Systems (EPMS).
• Monitor alarms associated with:Utility power systemsUPS systemsBattery plantsGenerators and ATS systemsPower Distribution Units (PDUs)Cooling and HVAC systemsCRAH and CRAC unitsChilled water systemsEnvironmental sensors (temperature, humidity, airflow)Leak detection systemsFire alarm and suppression systems
• Identify, classify, and acknowledge alarms.
• Evaluate incident criticality and operational impact.
• Escalate issues to on-site technicians, facilities engineers, or management in accordance with escalation procedures.
• Track incidents through resolution and maintain communication with stakeholders.
• Ensure all alarm activities are documented accurately within ticketing systems.
• Perform duties in accordance with SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• Monitor Closed-Circuit Television (CCTV). Familiarity with systems such as Lenel, Genetec, and Avigilon is preferred.
• Review camera footage to validate incidents and support investigations.
• Maintain incident reports and event logs.
• Follow SOPs, MOPs, EOPs, Runbooks, and Playbooks.
• Familiarity with systems such as Lenel, Genetec, and Avigilon is preferred.

Critical Event and Emergency Response

FOC Analysts support the management of emergency situations and critical infrastructure events affecting data center operations.

Responsibilities

• Coordinate response activities during utility outages, equipment failures, environmental alarms, and emergency conditions.
• Maintain communication bridges and provide status updates to stakeholders.
• Support emergency procedures during fire alarms, generator operations, cooling failures, and site evacuation events.
• Coordinate with vendors, facilities engineers, and local site teams to expedite restoration efforts.
• Document event timelines, response actions, and lessons learned.
• Participate in emergency drills and business continuity exercises.
• Ensure adherence to Emergency Operating Procedures (EOPs).

Reporting and Continuous Improvement

FOC Analysts contribute to operational excellence by maintaining accurate records and supporting process improvements.

Responsibilities

• Produce incident reports and shift summaries.
• Maintain accurate documentation of alarms, escalations, and corrective actions.
• Support trend analysis and recurring issue identification.
• Participate in Root Cause Analysis (RCA) and post-incident reviews.
• Recommend improvements to procedures, runbooks, and escalation paths.
• Assist with KPI and SLA reporting.
• Support continuous improvement initiatives and operational excellence programs.

Qualifications

Required Qualifications

Experience

• 2+ years of experience in a Facilities Operations Center (FOC), Network Operations Center (NOC), Command Center, Critical Environment, or similar 24x7 operational environment.
• Experience supporting mission-critical facilities or data center operations.

Technical Knowledge

Working knowledge of:

• Building Management Systems (BMS)
• Data Center Infrastructure Management (DCIM)
• Electrical Power Monitoring Systems (EPMS)
• Critical power and cooling infrastructure
• Fire detection and suppression systems
• Environmental monitoring systems
• CCTV and Access Control Systems
• Incident management and ticketing systems

Soft Skills

• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple concurrent incidents.
• Excellent written and verbal communication skills.
• Ability to remain calm and effective during high-severity events.
• Strong collaboration and stakeholder management skills.
• Ability to work independently and within a team environment.
• Willingness to work rotating shifts, including nights, weekends, and public holidays.
• This is an on-site role located at client data center facilities.

Preferred Qualifications

• Diploma or Degree in Electrical Engineering, Mechanical Engineering, Facilities Engineering, or related disciplines.
• Experience with Schneider Electric EcoStruxure, Vertiv, Siemens, Johnson Controls, or equivalent BMS/DCIM platforms.
• Familiarity with EPMS systems and critical power infrastructure.
• Experience with Lenel, Genetec, Avigilon, or other physical security platforms.
• Knowledge of incident management frameworks and operational best practices.
• Certifications such as:Schneider Electric Data Center Certified Associate (DCCA)Uptime Institute ATD or ATSCDCP (Certified Data Centre Professional)BICSI DCDCITIL Foundation
• Experience working in hyperscale or colocation data center environments.