Incident Response Analyst

About the Role

This full-time, permanent position based in Singapore offers the opportunity to work onsite during standard office hours with no night shifts or on-call duties. You will play a crucial role in monitoring, triaging, and managing network infrastructure incidents within large-scale hyperscale cloud data center settings.

Key Responsibilities

• Continuously monitor network infrastructure such as routers, switches, and related equipment using enterprise-grade monitoring and alerting tools.
• React promptly to network-related alarms and operational events that impact cloud data center infrastructure.
• Examine alerts thoroughly, evaluate their operational consequences, conduct initial troubleshooting, and decide the correct escalation path when necessary.
• Serve as the primary contact for addressing network infrastructure incidents impacting production environments.
• Coordinate efforts among Network Engineering, Infrastructure, and Site Operations teams throughout incident progression.
• Execute first-line troubleshooting for network infrastructure and associated platforms, escalating advanced issues appropriately.
• Oversee incidents from detection through resolution, ensuring thorough documentation and timely communication including operational updates.
• Log network incidents, events, and maintenance activities using JIRA and internal ticketing systems.
• Generate comprehensive incident reports, operational handovers, and related documentation.
• Support scheduled network maintenance and operational changes following established procedures and runbooks.
• Aim to uphold the availability, reliability, and performance excellence of one of the globe's largest hyperscale technological environments.

Qualifications and Skills

• Proven experience monitoring enterprise or data center network infrastructures via monitoring, alerting, or event management platforms.
• Familiarity with routers, switches, and network infrastructure components within enterprise, service provider, Network Operations Center (NOC), or data center setups.
• Solid understanding of fundamental networking concepts, including TCP/IP, routing, switching, VLANs, and essential network troubleshooting techniques.
• Practical experience managing technical incident investigations and coordinating resolutions across multiple technical teams.
• Working knowledge of ticketing or incident management systems such as JIRA, ServiceNow, or equivalents.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Adherence to operational procedures, runbooks, and documented workflows.
• Excellent communication skills with the ability to stay composed and methodical in fast-paced operational environments.