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Quick Question:

Within the last 5 years, what role did the following play in your job:
Experience working within a large corporate network operations environment or IT Operations environment
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Quick Question:

Within the last 5 years, what role did the following play in your job:
Proven skills in troubleshooting and resolving problems with a large-scale distributed system
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Quick Question:

Please select the choice that best represents your experience working in a large scale environment e.g. call center, help desk or Network Operations Center.
Command Center Analyst II, Night Shift
NJ - Clifton


Opportunity Snapshot
Top reasons to consider aligning your career with Digital Realty
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Build a career home at the world's largest provider of full-service data center solutions

If you have networking knowledge, strong communication skills and common sense, this position offers you some compelling opportunities. You will:
  • Enjoy multiple professional development opportunities, including internal training and external instruction along with ongoing exposure to the latest technologies.
  • Expand your experience providing escalated tier II support, interacting directly with customers and supporting growth and change in a state-of-the-art command center. 
  • Showcase your potential to take on additional responsibilities and advance within our organization -- we are committed to promoting from within whenever possible.
  • Become part of a proud team with a strong commitment to operational excellence, as evidenced by over a decade of consecutive years of five nines uptime (99.999%).
  • Earn a competitive wage, comprehensive benefits and bonus potential.
We have multiple opportunities for Command Center Analysts on different shifts, so feel free to share this information on your networks.

Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create a unique power of choice and value when and where our customers need it.

Pictured: The Global Command Center utilizes state-of-the-art technology.
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Build Your Skills on a Strong, Family-Like Team at a Growing Global Command Center

The Requirements
Find out what it takes to thrive in this role.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Command Center Analyst, Night Shift opportunity, you will have:
  • 3 to 5 years of experience working in a 24/7 network operation center.
  • 3 to 5 years of experience providing customer care and technical support.
  • 3 to 5 years of experience with routers and switches such as Cisco and Juniper.
  • Night shift - 7 pm - 7am, alternating schedule
  • Network experience and a strong troubleshooting background. 
  • Solid customer-facing skills, including the ability to maintain a solution orientation even when customers are agitated.
Please see the More Insights tab for additional information.

Pictured: The Global Command Center is situated in our data center at 2 Peekay Drive in Clifton. This facility earned Tier III certification from the Uptime Institute for being concurrently maintainable.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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Reporting to the Senior Manager, Global Command Center, you will join a team that includes about 18 Analysts and 2 Engineers. You will be responsible for the day-to-day monitoring of network and infrastructure operations. This will include providing customer service, troubleshooting, and incident escalation for all users contacting the Command Center, as well as acting as the escalation point for Tier I Support. This position is shift based and you may be required to work on a rotating schedule. 

Please see the More Insights tab for additional information.
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Why Join Us
More great reasons to build a career home with us.
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Professional development
In the Global Command Center, we're committed to maintaining a high level of competency and capacity. Typically there are two training sessions per week, and we try to get every member to an external training twice per year. You'll be able to influence your own career path and we'll support you in your goals. Success in this role could set you up to advance in the Analyst grades or even become an Engineer over time.

Great team
Led by a down-to-earth manager, the team is collaborative and the culture is upbeat. We share knowledge freely, and you'll enjoy both autonomy and support when you need it.

State-of-the-art equipment
We are committed to staying on the cutting-edge of our industry. As such, you will be exposed to and work with top technology, keeping your skills polished and current.

Growth without limits
We're growing fast and growing smart, including acquiring businesses that complement and strengthen our core offerings. We're already the largest players in our space, and ongoing growth will create opportunities for proven performers.

Excellent compensation
In addition to a competitive wage and discretionary bonus program, 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.

Video: Digital Realty's PlatformDIGITAL™ is purpose-built to enable the ever-changing data, control and networking demands of global enterprises.
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More Insight
Explore additional information about the requirements, role and success factors
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More about the Requirements
In addition to the qualifications described under The Requirements tab, you will need:
  • Experience with routing protocols such as BGP and OSPF.
  • Knowledge of transport and transmission systems relevant to SONET, DWDM, OCx, or Ethernet and IP Services.
  • Excellent written and oral communication skills.
  • The ability to multi-task and prioritize job requirements.
  • Strong follow-through and initiative to stay with issues until they are resolved.
  • Discipline and tenacity to meet deadlines.
  • Self-motivation and the ability to work on projects with limited supervision.
  • Effective organizational skills and attention to detail.
  • Advanced skill in Microsoft Windows Operating Systems, Office Suite versions, and Visio.
  • Strong analytical and problem-solving skills.
  • A CCNA is preferred.
You need to know
  • Digital Realty cares about the health and safety of its workforce, customers and vendors. Except in limited circumstances where an employee is legally entitled to an accommodation, Digital Realty requires all new hires to be fully vaccinated by their start date as a condition of employment.
  • You should expect to work on-site full time, although there may be some hybrid arrangements, depending on circumstances.
  • We'll look to you to be flexible with your schedule. For the most part, you will work an assigned schedule, but you'll also need to be willing to cover for teammates who are out.
More about the Role
In addition to the responsibilities described under The Role tab, you will:
  • Provide Tier II network and customer service support for mission-critical 24/7 data centers.
  • Participate in the weekly 24/7 on-call schedule.
  • Provide proactive and reactive assistance to all external customers.
  • Provide support and guidance for Tier 1 Technicians when a problem is out of their scope of knowledge.
  • Act as escalation point for issues from the Tier I Support Engineering Team.
  • Provide support for a complex network environment including problem solving, the ability to take ownership of unfamiliar tasks and problems and see them through to completion.
  • Detect and analyze alarms to provide basic to moderate fault isolation and troubleshooting, escalating to Tier III or management if necessary.
  • Prioritize work properly to consistently achieve departmental and company goals.
  • Assume responsibility for customer and internal updates.
  • Establish effective lines of communication with the Tier III team and management to ensure cases are flagged that require immediate attention.
  • Thoroughly document incident, maintenance and problem details in near real-time.
  • Ensure SLAs are met for as per customer agreement.
  • Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations.
More about your success
While the team is all about networking, ours is a little different than a typical NOC. It's a call center environment, and there will be a high volume of calls. In addition to bringing high energy, you should be able to multitask and manage competing priorities. We follow a variety of established processes and procedures, so you'll need to be adaptable. To excel in this role, you will be proactive about getting up to speed quickly and become self-sufficient in short order.

A strong commitment to exceptional customer service is essential in this position. As you might expect, you'll take calls from clients who are frustrated and stressed. You should be able to remain calm and patient, moving calls forward with a solution orientation. You'll resolve many issues on the initial call, but some will require research, so you'll bring excellent follow-through habits.
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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.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at vdecarbo@engage2excel.com.