Operations Technology Systems Engineer, OSS (Data Center Domain)

As an Operations Systems Engineer, you will be responsible for day-to-day triage and technical support of Global Operations Systems in DC. This role provides service, troubleshooting, and incident escalation for internal customers contacting, while liaising between internal departments for issue resolution. The position is shift-based and includes participation in a rotating on-call schedule.

Key Responsibilities

• Provide Tier I and II support for mission-critical 24/7 Data Centers, including BMS, EPMS, and OT devices.
• Participate in weekly 24/7 rotating on-call schedule.
• Deliver proactive and reactive assistance to internal customers.
• Support the operations environment, taking ownership of unfamiliar tasks and escalating when necessary.
• Receive, triage, and action incoming calls and tickets from internal customers.
• Detect and analyze alarms for basic fault isolation and troubleshooting; escalate to Tier III and management as needed.
• Collaborate with Service Desk, IT Systems, and Networking teams for Tier I and II issues requiring IT assistance.
• Prioritize tasks to meet KPI measures and commitments.
• Update tickets promptly and maintain thorough documentation of incidents, maintenance, and problems.

Required experience/skills in DC environment,

• Bachelor’s degree in Computer Science, Engineering, or related field OR 5+ years of relevant experience.
• 3–5 years in a 24/7 remote support role and Data Center operations.
• Strong knowledge of BMS, EPMS, DCIM, and alarm delivery systems (Schneider Electric, Automated Logic, Tridium, Siemens, Honeywell, Johnson Controls).
• Familiarity with communication protocols: Modbus, BACnet, MQTT, SNMP, Web Services.
• Ability to troubleshoot and train across systems supporting daily operations.
• Excellent problem-solving skills with limited information.
• Knowledge of critical MEP infrastructure (Electrical/HVAC) and integration with BMS.
• Experience in operations, maintenance, engineering, and commissioning of mission-critical facilities.
• Ability to analyze cybersecurity threats and assess impact.
• Ability to read engineering drawings, schematics, and project documentation.
• Experience creating and modifying BMS graphics.