GCC Analyst II

We’re seeking a GCC Analyst to join our Global Command Centre (GCC), providing operational monitoring, coordination, and customer support for critical data center services. This role is central to ensuring service continuity by managing alerts, incidents, and customer requests through structured processes and clear communication.

The GCC Analyst acts as a coordination and escalation point, working closely with internal technical teams and external customers. You’ll operate in a structured, shift‑based environment, supporting service reliability and customer experience. Focusing on techincal queries and customer support, you will play a key part in our GCC team.

Responsibilites

• Monitor data centre infrastructure and customer systems during assigned shifts
• Triage alerts, incidents, and service requests in line with defined procedures
• Coordinate incident response by engaging the appropriate technical teams
• Track incidents through to resolution, ensuring clear and timely communication
• Manage customer requests and escalations in line with SLAs
• Maintain accurate documentation, logs, and shift handovers

• 2+ years experience in a helpdesk, service desk, NOC, or customer service environment
• Experience working in an international Business to Business environment (ideally IT, data centers, or telecommunications) is highly desirable
• Comfortable working in an operational, process‑driven support role
• Strong written and verbal communication skills
• Good analytical and problem‑assessment skills
• High attention to detail and strong organisational abilities
• Focus on service quality, customer experience, and meeting SLAs
• Flexibility to work 12‑hour shift patterns
• Ability to remain calm, structured, and professional under pressure
• Previous experience/exposure to Data Centers is highly desirable but not essential

• Monitor data centre infrastructure and customer systems during assigned shifts
• Triage alerts, incidents, and service requests in line with defined procedures
• Coordinate incident response by engaging the appropriate technical teams
• Track incidents through to resolution, ensuring clear and timely communication
• Manage customer requests and escalations in line with SLAs
• Maintain accurate documentation, logs, and shift handovers

• 2+ years experience in a helpdesk, service desk, NOC, or customer service environment
• Experience working in an international Business to Business environment (ideally IT, data centers, or telecommunications) is highly desirable
• Comfortable working in an operational, process‑driven support role
• Strong written and verbal communication skills
• Good analytical and problem‑assessment skills
• High attention to detail and strong organisational abilities
• Focus on service quality, customer experience, and meeting SLAs
• Flexibility to work 12‑hour shift patterns
• Ability to remain calm, structured, and professional under pressure
• Previous experience/exposure to Data Centers is highly desirable but not essential