Global Command Center Analyst at Digital Realty in Ashburn, VA

Job description

Global Command Center (GCC) Analyst Location: Ashburn, VA Shifts: 7AM - 7PM Your Role The GCC Analyst is responsible for providing continuous monitoring and support for critical data center infrastructure and customer environments from the Global Command Center. This role serves as a central point for incident response, service request management, and operational coordination, ensuring high levels of customer service, system reliability, and uptime. The position works closely with customers and internal teams to identify, escalate, and resolve issues while supporting incident and problem management processes in a fast-paced, 24/7 operational environment. What you'll do Monitor data center infrastructure and customer-specific systems to identify, diagnose, and respond to alerts and events. Manage customer service requests and incidents, ensuring timely resolution and adherence to established service levels. Proactively identify potential infrastructure and operational issues and escalate them appropriately to minimize business impact. Support incident and problem management processes, including documentation, tracking, communication, and follow-through. Coordinate with internal operations, engineering, and technical support teams to resolve customer and infrastructure issues. Communicate clearly and professionally with customers regarding incidents, service requests, status updates, and resolutions. Follow established operational procedures and best practices to maintain service reliability and data center uptime. Handle escalations with professionalism and urgency while maintaining a high level of customer satisfaction. Maintain accurate records, logs, and documentation related to incidents, service requests, and operational activities. Contribute to continuous improvement initiatives that enhance monitoring effectiveness, service delivery, and operational performance. What you'll need At least 1 year of experience in a Help Desk, Technical Support, NOC, Command Center, Customer Service, or similar operations environment, with at least 1 year in a 24/7 operational setting. Experience supporting customers in a fast-paced, high-volume B2B environment, preferably within data centers, telecommunications, technology, or IT operations. Working knowledge of data center infrastructure and basic understanding of Building Management Systems (BMS). Strong analytical, troubleshooting, and problem-solving skills with the ability to assess, prioritize, and resolve issues quickly. Excellent written and verbal communication skills with a customer-focused approach and the ability to engage effectively with customers and internal teams. Proven ability to manage multiple priorities, maintain attention to detail, and consistently meet SLAs, deadlines, and operational targets. Demonstrated initiative, ownership, and follow-through to drive issues to resolution with limited supervision. Ability to work effectively under pressure, adapt to changing business needs, and support critical operations in a 24/7/365 environment. Proficiency with Microsoft Office applications and Windows operating systems; Visio experience is a plus. Associate's or Bachelor's degree in a related field preferred, or an equivalent combination of education and experience. A bit about us Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and