Incident Response Analyst II

Knowledge, Skills & Abilities:

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.

• 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.

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

• 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.

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

• 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).

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

• 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.

• 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.

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

• 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.

• 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.