GCC Analyst
$61,610–$84,698 year
On-siteAshburn, Virginia, United States
Job Summary
Monitor data center infrastructure and customer systems to identify, diagnose, and respond to alerts and events. Manage service requests and incidents, ensuring timely resolution and adherence to established service levels. Proactively identify potential operational issues and escalate them to minimize business impact. Coordinate with internal operations and engineering teams to resolve customer and infrastructure problems while maintaining accurate documentation. Communicate clearly with customers regarding status updates and resolutions. Work in a fast-paced, 24/7 environment supporting incident and problem management processes. This role supports Digital Realty's Operations team, ensuring critical data center infrastructure runs safely and securely for global customers.
Required Qualifications
- At least 1 year of experience in a Help Desk, Technical Support, NOC, Command Center, Customer Service, or similar operations environment
- At least 1 year in a 24/7 operational setting
- Experience supporting customers in a fast-paced, high-volume B2B environment
- Working knowledge of data center infrastructure
- Basic understanding of Building Management Systems (BMS)
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to assess, prioritize, and resolve issues quickly
- Excellent written and verbal communication skills
- Customer-focused approach
- Ability to engage effectively with customers and internal teams
- Proven ability to manage multiple priorities
- Ability to maintain attention to detail
- Ability to consistently meet SLAs, deadlines, and operational targets
- Demonstrated initiative, ownership, and follow-through
- Ability to drive issues to resolution with limited supervision
- Ability to work effectively under pressure
- Ability to adapt to changing business needs
- Ability to support critical operations in a 24/7/365 environment
- Proficiency with Microsoft Office applications
- Proficiency with Windows operating systems
Desired Qualifications
- Experience within data centers
- Experience within telecommunications
- Experience within technology
- Experience within IT operations
- Associate's or Bachelor's degree in a related field
- Equivalent combination of education and experience
- Visio experience
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