Control Room Operator, Data Center Operations

JLL•North Charleston, SC

1d•Onsite

About The Position

The Control Room Operator will monitor, troubleshoot, and maintain the health of data center networks and systems. The Control Room Operator will serve as the first line of defense, responding to alerts, resolving issues, escalating problems as needed, and ensuring uptime and performance metrics are met. This role is critical to maintaining 24/7 availability and reliability of network services.

Requirements

Proficiency with alarm monitoring systems and building management systems (BMS)
Basic understanding of incident management platforms and ticketing systems
Competency with Microsoft Office Suite (Word, Excel, Outlook)
Ability to read and interpret system performance data and trending reports
Familiarity with communication systems (phone systems, radios, digital messaging platforms)
Ability to work rotating shifts, including nights, weekends, and holidays (24/7 operation)
Comfortable working in a command center environment with multiple screens and systems
Strong written and verbal communication skills for coordinating across multiple stakeholders
Ability to work under pressure and prioritize multiple urgent issues simultaneously
Attention to detail for documentation and compliance requirements
Problem-solving skills and critical thinking for issue identification and escalation
Ability to follow established procedures, policies, and Business Continuity Plans (BCPs)

Nice To Haves

ITIL Foundation certification or similar incident management training
Experience with Root Cause Analysis (RCA) methodologies
Prior experience meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Responsibilities

Process all inbound and outbound phone calls, radios calls and digital messages, promptly.
Read, understand and take necessary action on all Systems Alarms and indications.
Identify, correct and escalate operational systems performance issues that may not be indicated by alarms, as needed. This will require diligently monitoring systems performance, utilizing trending tools and conducting audit based operational practices.
Comply with BCPs, EOPs, Policies, Procedures and standard or temporary practices, including standing orders, to ensure proper and timely response and communications that comply with Client SLA’s and KPI’s.
Provide support for Monitoring, Alarm Management, and Incident Bridge communication during incidents, for the Incident.
Categorizing issues for escalation to appropriate technical teams, and Notifying teams of issues, outages and remediation status.
Provide document development, revision and review support as needed.
Provide Guidance during incidents and help managing the incident, vendor coordination, and work around until the incident is resolved.
Problem/incident management and tracking, updating tickets and/or work orders as needed to free up the onsite staff to address the issue, logging necessary actions taken by key stakeholders and the time, during critical response events.
Act as a central point of contact for the daily workflows across all sites. This includes START/STOP authority and verification that workflows comply with established policies and procedures.
Recognizing, identifying and prioritizing incidents in accordance with customer business requirements, organizational policies, and operational impact.
Ensure all documents of action are taken, in accordance with guidelines, standard policies and procedures.
Assist in collecting and reviewing performance reports for various systems and reporting trends in performance to senior technical personnel to help them predict future issues, outages and to maximize performance.
Assist in the fact-finding process for the development of Root Cause Analysis (RCA).
Assist in Post Problem Review.
Assist in Resolution and Root Cause Analysis.
Assist in Post Problem Management, work with internal and external technical and service teams to create and/or update knowledge-based bulletins and corrective actions, lessons learned management development and training for preventing recurrence.
Designating a lead who will maintain responsibility for monitoring performance of the team and supporting/implementing the necessary items/action to maintain operational consistency among team members that meet client expectations.
Ensure functional turnover processes are established and followed to ensure continuity in operational execution.
Maintain real-time awareness of all equipment configurations, issues and lineups.
Maintaining office perks item inventory such as snacks/drinks.