Operations & Customer Service Engineer (Data Centre)

The Operations & Customer Service Engineer provides first-line operational and technical support for customers. This role is responsible for responding to customer’s requests in accordance with defined SLAs; creating and driving internal ticket workflows; coordinating with cross-functional teams to resolve issues; communicating timely, accurate status updates to customers; and collect data and prepare report according to customer’s requirement. This role also performs data center on-site operations based on SOPs and under guidance from L2 engineers, including routine inspections, execution of standard operational procedures, and hands-on support for troubleshooting and fault isolation.

Key Responsibilities

SLA-Based Customer Support

·       Respond to customer requests in accordance with SLA requirements.

·       Perform initial triage, impact assessment, and troubleshooting to determine next actions and routing.

·       Ensure customer communication is clear, timely, and aligned with incident/change management practices.

Ticket Management & Follow-up

·       Create and track ticket status throughout the ticket life cycle, and proactively remove blockers by coordinating with relevant internal/external teams.

·       Provide regular updates to customers on progress, ETA (when applicable), mitigation steps, and final resolution.

·       Ensure ticket records are complete and auditable (timeline, actions taken, evidence, resolution summary).

Cross-Team Coordination

·       Collaborate with Engineering, Network/Infrastructure, Data Center Operations, and vendors to resolve complex issues.

·       Participate in incident escalation, handover, and shift-transition processes to maintain continuity.

Reporting & Data Support

·       Collect operational and service data as required (e.g., ticket metrics, SLA performance, incident/change statistics).

·       Consolidate, analyze, and produce periodic reports and ad-hoc summaries for internal stakeholders and customers as needed.

Continuous Improvement

·       Contribute to knowledge base articles, runbooks, and standard operating procedures (SOPs).

·       Identify recurring issues and propose preventive actions (monitoring improvements, automation, process optimization).

·       Support post-incident reviews by providing logs, timelines, and action summaries.

Required Qualifications

·       Bachelor’s degree in IT, Computer Science, Engineering, or equivalent practical experience.

·       1–3 years of experience in technical support, NOC/SOC operations, customer service engineering, or related roles.

·       Solid troubleshooting skills across infrastructure domains (Linux, networking basics, system operations).

·       Experience using ticketing systems (e.g., Jira) and following standard workflow practices.

·       Strong customer communication skills: able to translate technical status into customer-facing updates.

·       Willingness to work in 24x7 shift rotations, including nights, weekends, and public holidays as required.

·       Willingness to participate in data center duty rotations and on-call support as required to support production operations.

Preferred Qualifications

·       Familiarity with data center operations and infrastructure environments.

·       Hands-on experience executing SOP-based data center operations (e.g., inspections, cabling/patching, basic hardware handling).

·       Knowledge and operational experience with server and network equipment (installation, replacement, basic diagnostics, and physical inspections).

·       Experience supporting global customers and working across time zones.

·       Working knowledge of monitoring/alerting systems and incident management processes.

·       Linux system administration experience.

·       Exposure to AI infrastructure ecosystems (e.g., NVIDIA) and/or AI development/training/inference workflows.