Data Center Operator (Command & Control Center)

Job Description: Data Center Operator (Command & Control Center)

Role Purpose

The Data Center Operator is responsible for supporting the day-to-day operations of the infrastructure area within the Command-and-Control Center. The role provides 24x7 operational oversight across both production and non-production environments, monitoring, incident management, change management execution, and operational communications to ensure service stability, availability, and business continuity.

Operating within a 24x7 managed services support model, the Data Center Operator supports infrastructure operations, incident resolution, infrastructure releases, and operational governance activities while ensuring compliance with established service levels and operational procedures.

Key Responsibilities

Operations Monitoring & Control

• Continuously monitor infrastructure alerts, incidents, and operational workflows.
• Proactively identify operational risks, service degradation, and potential disruptions.
• Perform event triage, correlation, and escalation in line with operational procedures.
• Maintain situational awareness and provide real-time operational status updates.
• Contribute to service improvement initiatives aimed at improving reliability and operational efficiency.

Incident & Service Coordination

• Act as the first operational response point for Infrastructure incidents and service disruptions.
• Coordinate with various Infrastructure teams and other partners during incidents.
• Support Major Incident Management activities and operational command bridges.
• Ensure timely escalation, communication, tracking, and closure of operational issues.

Change & Production Operations

• Support change execution, release readiness, deployment activities, and production events.
• Coordinate operational activities associated with planned maintenance and service transitions.
• Ensure operational compliance with approved change and release processes.

Communication & Reporting

• Provide operational dashboards, shift handovers, status reports, and executive updates.
• Communicate outages, service risks, schedule impacts, and recovery progress to stakeholders.
• Maintain operational logs, incident records, and performance metrics.

Required Skills & Competencies

• Experience in Command Center, NOC, Operations Control Center, Production Support, or Service Operations environments.
• Knowledge of Infrastructure monitoring.
• Understanding of Incident, Problem, Change, and Release Management processes.
• Strong troubleshooting, analytical, and decision-making skills.
• Effective communication and stakeholder coordination abilities.
• Ability to operate in a shift-based 24x7 support environment.

Success Measures

• SLA adherence
• Incident response and restoration performance
• Schedule execution success rate
• Reduction in operational escalations
• Service stability and availability