Control Room Operator, Data Center Operations

Find your next move at JLL and build a fulfilling careerAt JLL, we value what makes you unique, and we’re committed to give you the opportunity, knowledge and tools to own your success. Explore opportunities to advance your career from within, whether you’re looking to move up, broaden your experience or deepen your expertise.Have a Referral for this role? Log into Refer2JLL to submit them for the opportunity.What This Job Involves-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.What is your day to day: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. Minimum Requirements:Proficiency with alarm monitoring systems and building management systems (BMS)Basic understanding of incident management platforms and ticketing systemsCompetency with Microsoft Office Suite (Word, Excel, Outlook)Ability to read and interpret system performance data and trending reportsFamiliarity 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 systemsStrong written and verbal communication skills for coordinating across multiple stakeholdersAbility to work under pressure and prioritize multiple urgent issues simultaneouslyAttention to detail for documentation and compliance requirementsProblem-solving skills and critical thinking for issue identification and escalationAbility to follow established procedures, policies, and Business Continuity Plans (BCPs)Preferred Qualifications:ITIL Foundation certification or similar incident management trainingExperience with Root Cause Analysis (RCA) methodologiesPrior experience meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)#DCRClient: CIPHER MINING INCJob Profile: Data Center Operations-S2If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!