Digital Realty Career Opportunities
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Experience working within a large corporate Data Center environment or IT Operations environment
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Customer Service - Command Center Analyst
VA - Ashburn
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Opportunity Snapshot

This role offers you the opportunity to make a positive impact on data center operations and our customers throughout the world as an integral part of our operations support team. As the “front line” of our business you will be in the unique position of helping to cultivate a customer focused environment while gaining exposure throughout all levels of the company. Digital’s Global Command Center provides 7x24x365 support for all data center locations in the portfolio and serves as the communication hub for all of the customer impacting activity at the sites. Because this is a new team, you’ll have the ability to help develop and shape key processes and procedures while also ensuring the success of this new function through the commitment and energy you bring to the role.  If you’re a self-driven professional eager to join the leading global data center solutions provider with an excellent industry track record and tremendous potential for continuous, ongoing growth, we look forward to hearing from you. Quick question for you - click here

Digital Realty focuses on delivering customer-driven data center solutions by providing secure, reliable and cost-effective facilities that meet each customer's unique data center needs. Digital Realty's customers include domestic and international companies across multiple industry verticals ranging from financial services, cloud and information technology services, to manufacturing, energy, health care and consumer products. Digital Realty's 130 properties, including twelve properties held as investments in unconsolidated joint ventures, comprise approximately 23.9 million square feet as of September 30, 2013, including 2.8 million square feet of space held for development. Digital Realty's portfolio is located in 33 markets throughout North America, Europe, Asia and Australia.

The Requiremnts

To be a good fit for this opportunity you will have:
  • At least 2 years of working experience in a large scale environment e.g. call center, help desk or Network Operations Center Quick question for you - click here
  • An associate’s college degree; a bachelor’s degree preferred
  • One to two years computer network training and/or PC problem solving with professional certification(s) preferred
  • Experience working within a large corporate Data Center environment and IT Operations environment
  • Proven skills in troubleshooting and resolving problems with a large-scale distributed systems
  • The ability to correlate problems with causes, and involve higher-level technical​ support personnel, as needed, for timely resolution of IT network and systems outages
  • Good problem determination / trouble shooting skills
  • Strong verbal / written communications skills
  • A team player approach to success of projects
  • The ability to follow established guidelines, policies, and procedures
  • The ability to work in a high-pressure dynamic environment and adjust to priority changes
  • Strong telephone, communications, and interpersonal skills
  • The ability to deal effectively with unknown, changing situations and priorities 
  • A commitment to quality and the motivation and ability to work well in a team environment as well as independently
  • Experience with commercial report writing applications will be a plus
We have openings for several Command Center Analyst positions at our Ashburn facility. We will be hiring for two 12-hour shifts: a day and night shift from 7 to 7. These shifts will include an alternating 3- and 4-day work week schedule. For example, you’ll work 3 days and then have 4 days off, followed by 4 days of work with 3 days off. 

The Role

Reporting to the Director of Command Center Operations, as the Global Command Center Analyst you will be responsible for maintaining the reliability of the Operations environment utilizing a suite of applications. As a part of our team, you will be responsible for acknowledging the receipt of and assigning of service requests. Another key component to the role will be communicating on events and generating notices that go out to the impacted customers indicating what is taking place, the status, and when they can expect their next update. Quick question for you - click here

On a day-to-day basis you will be answering calls, escalating customer issues and supporting event management activities as needed. You will be required to assist with or troubleshoot issues a customer or internal staff member may have with any one of the applications used for support. 

More specifically, you will:
  • Initiate/respond, prioritize, diagnose, remediate or obtain ownership of incidents that occur during their shifts
  • Answer, evaluate, prioritize and track requests for assistance from users / customer experiencing problems with hardware, software, networking, infrastructure and other facility / data center-related technologies
  • Answer incoming telephone calls related to escalations or inquiries
  • Monitor incoming request queue of InSite service request system to assign as required
  • Follow the documented procedure for the customer service request lifecycle
  • Generate service requests in accordance with standard operating procedures as required
  • Train other personnel as needed on technical application or non-technical procedures
  • Generate and distribute as required scheduled and ad hoc operations reporting
  • Experience with customer service request ticketing software
  • Experience with one or more of the following platforms: Windows, Linux, and/or UNIX
  • Express or exchange ideas by means of the spoken word to impart information to customers or to internal staff and to convey detailed spoken instructions to other team members accurately and quickly
  • Perform other duties as assigned by management
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Digital Realty

Great facility, major impact -- Strategically located on 98 acres of land in the Dulles technology corridor of Northern Virginia, this property is the seventh data center on the Ashburn Campus supporting both Turn-Key Data Centers and Powered Base Building configurations. The campus is located 10 minutes from Washington Dulles International Airport and adjacent to the future Metro rail station. The Ashburn campus is powered by 80 MW from the Greenway Substation which is located on Digital Realty’s property.

Unique culture -- we are a collaborative, people-focused group dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support. We strive to promote a friendly, fun and open work environment, and our dedication to this is reflected in the tenure of our employees. 
 

The “best of both worlds” -- you'll find that working for our company may be a little bit different. We are small enough, with only 800 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth; stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.


Stable profile -- our uncommonly strong balance sheet, investment-grade debt ratings and the ability to borrow in multiple currencies provide a global footprint for our customers and risk-reducing diversification for us. That puts us in an excellent position to grow the company, provide financing options for our customers, and continually invest in our properties.

The world's largest wholesale data center provider -- the world has changed.  We’re all embedded in the digital age and companies have had to adjust the way they do business -- how they use their information, protect their data, plan disaster recovery and more. At Digital Realty, we specialize in the solutions needed for today’s businesses.  We've seen exponential growth as we’ve expanded our footprint by building data centers throughout the country and across the globe. 

Green standard for sustainability -- we are committed to improving the performance and energy efficiency of our data centers through the creation, adoption and promotion of industry-leading best data center practices. Not only do we build to LEED and BREEAM certification requirements, but we also are pioneers in thinking about green data centers, including being a contributing member of The Green Grid.

Excellent compensation -- in addition to competitive compensation, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match and much more.

Keys to Success

To excel in this role you’ll need a strong commitment to providing the highest levels of support combined with excellent interpersonal and relationship building skills. You’ll work closely with Real Estate Managers at our various global sites, the Technical Operations Management team, the Senior Management team and many other key contacts. 

We take pride in our fast-paced, entrepreneurial environment where priorities can change quickly and often. In order to find success here you’ll need to be comfortable with ambiguity, multi-tasking and able to juggle multiple priorities simultaneously. 

Because this is a new role, within a new team and building, there is a lot of focus on this department. You'll enjoy a tremendous amount of visibility and a lot of interaction with departments and staff throughout all levels of the organization. In fact, our Sales team will even take potential clients and other visitors on tours that will include a look into the Command Center Operations. 

If you’re self-directed and enjoy taking ownership of your work, this role could be the ideal environment for you to succeed.

About Us

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.

Opportunity Snapshot

This role offers you the opportunity to make a positive impact on data center operations and our customers throughout the world as an integral part of our operations support team. As the “front line” of our business you will be in the unique position of helping to cultivate a customer focused environment while gaining exposure throughout all levels of the company. Digital’s Global Command Center provides 7x24x365 support for all data center locations in the portfolio and serves as the communication hub for all of the customer impacting activity at the sites. Because this is a new team, you’ll have the ability to help develop and shape key processes and procedures while also ensuring the success of this new function through the commitment and energy you bring to the role.  If you’re a self-driven professional eager to join the leading global data center solutions provider with an excellent industry track record and tremendous potential for continuous, ongoing growth, we look forward to hearing from you. Quick question for you - click here

Digital Realty focuses on delivering customer-driven data center solutions by providing secure, reliable and cost-effective facilities that meet each customer's unique data center needs. Digital Realty's customers include domestic and international companies across multiple industry verticals ranging from financial services, cloud and information technology services, to manufacturing, energy, health care and consumer products. Digital Realty's 130 properties, including twelve properties held as investments in unconsolidated joint ventures, comprise approximately 23.9 million square feet as of September 30, 2013, including 2.8 million square feet of space held for development. Digital Realty's portfolio is located in 33 markets throughout North America, Europe, Asia and Australia.

The Requiremnts

To be a good fit for this opportunity you will have:
  • At least 2 years of working experience in a large scale environment e.g. call center, help desk or Network Operations Center Quick question for you - click here
  • An associate’s college degree; a bachelor’s degree preferred
  • One to two years computer network training and/or PC problem solving with professional certification(s) preferred
  • Experience working within a large corporate Data Center environment and IT Operations environment
  • Proven skills in troubleshooting and resolving problems with a large-scale distributed systems
  • The ability to correlate problems with causes, and involve higher-level technical​ support personnel, as needed, for timely resolution of IT network and systems outages
  • Good problem determination / trouble shooting skills
  • Strong verbal / written communications skills
  • A team player approach to success of projects
  • The ability to follow established guidelines, policies, and procedures
  • The ability to work in a high-pressure dynamic environment and adjust to priority changes
  • Strong telephone, communications, and interpersonal skills
  • The ability to deal effectively with unknown, changing situations and priorities 
  • A commitment to quality and the motivation and ability to work well in a team environment as well as independently
  • Experience with commercial report writing applications will be a plus
We have openings for several Command Center Analyst positions at our Ashburn facility. We will be hiring for two 12-hour shifts: a day and night shift from 7 to 7. These shifts will include an alternating 3- and 4-day work week schedule. For example, you’ll work 3 days and then have 4 days off, followed by 4 days of work with 3 days off. 

The Role

Reporting to the Director of Command Center Operations, as the Global Command Center Analyst you will be responsible for maintaining the reliability of the Operations environment utilizing a suite of applications. As a part of our team, you will be responsible for acknowledging the receipt of and assigning of service requests. Another key component to the role will be communicating on events and generating notices that go out to the impacted customers indicating what is taking place, the status, and when they can expect their next update. Quick question for you - click here

On a day-to-day basis you will be answering calls, escalating customer issues and supporting event management activities as needed. You will be required to assist with or troubleshoot issues a customer or internal staff member may have with any one of the applications used for support. 

More specifically, you will:
  • Initiate/respond, prioritize, diagnose, remediate or obtain ownership of incidents that occur during their shifts
  • Answer, evaluate, prioritize and track requests for assistance from users / customer experiencing problems with hardware, software, networking, infrastructure and other facility / data center-related technologies
  • Answer incoming telephone calls related to escalations or inquiries
  • Monitor incoming request queue of InSite service request system to assign as required
  • Follow the documented procedure for the customer service request lifecycle
  • Generate service requests in accordance with standard operating procedures as required
  • Train other personnel as needed on technical application or non-technical procedures
  • Generate and distribute as required scheduled and ad hoc operations reporting
  • Experience with customer service request ticketing software
  • Experience with one or more of the following platforms: Windows, Linux, and/or UNIX
  • Express or exchange ideas by means of the spoken word to impart information to customers or to internal staff and to convey detailed spoken instructions to other team members accurately and quickly
  • Perform other duties as assigned by management
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Digital Realty

Great facility, major impact -- Strategically located on 98 acres of land in the Dulles technology corridor of Northern Virginia, this property is the seventh data center on the Ashburn Campus supporting both Turn-Key Data Centers and Powered Base Building configurations. The campus is located 10 minutes from Washington Dulles International Airport and adjacent to the future Metro rail station. The Ashburn campus is powered by 80 MW from the Greenway Substation which is located on Digital Realty’s property.

Unique culture -- we are a collaborative, people-focused group dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support. We strive to promote a friendly, fun and open work environment, and our dedication to this is reflected in the tenure of our employees. 
 

The “best of both worlds” -- you'll find that working for our company may be a little bit different. We are small enough, with only 800 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth; stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.


Stable profile -- our uncommonly strong balance sheet, investment-grade debt ratings and the ability to borrow in multiple currencies provide a global footprint for our customers and risk-reducing diversification for us. That puts us in an excellent position to grow the company, provide financing options for our customers, and continually invest in our properties.

The world's largest wholesale data center provider -- the world has changed.  We’re all embedded in the digital age and companies have had to adjust the way they do business -- how they use their information, protect their data, plan disaster recovery and more. At Digital Realty, we specialize in the solutions needed for today’s businesses.  We've seen exponential growth as we’ve expanded our footprint by building data centers throughout the country and across the globe. 

Green standard for sustainability -- we are committed to improving the performance and energy efficiency of our data centers through the creation, adoption and promotion of industry-leading best data center practices. Not only do we build to LEED and BREEAM certification requirements, but we also are pioneers in thinking about green data centers, including being a contributing member of The Green Grid.

Excellent compensation -- in addition to competitive compensation, we offer a comprehensive benefits package that includes medical, dental and vision plans; flexible spending plans for multiple purposes; a health savings account; a 401(k) plan with company match and much more.

Keys to Success

To excel in this role you’ll need a strong commitment to providing the highest levels of support combined with excellent interpersonal and relationship building skills. You’ll work closely with Real Estate Managers at our various global sites, the Technical Operations Management team, the Senior Management team and many other key contacts. 

We take pride in our fast-paced, entrepreneurial environment where priorities can change quickly and often. In order to find success here you’ll need to be comfortable with ambiguity, multi-tasking and able to juggle multiple priorities simultaneously. 

Because this is a new role, within a new team and building, there is a lot of focus on this department. You'll enjoy a tremendous amount of visibility and a lot of interaction with departments and staff throughout all levels of the organization. In fact, our Sales team will even take potential clients and other visitors on tours that will include a look into the Command Center Operations. 

If you’re self-directed and enjoy taking ownership of your work, this role could be the ideal environment for you to succeed.

About Us

Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
Digital Realty is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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Apply with