Global Command Center Analyst in Somerset within a Data Center. It is Overnight – Sunday – Thursday 12AM – 8AM (Friday/Saturday OFF and return Sunday at Night) EDC (Enterprise Data Center) is looking for a competent control room operative to join a team which provides a single point of contact for EDC service-related issues throughout the Global EDC Portfolio providing 24/7 control room / L1 triage assistance, monitoring and L1 service escalation. This person must be service-oriented and patient to deal with a range of calls/e-mails. Responsibilities: Serve as the first point of contact for customers seeking EDC (Enterprise Data Center) related Break-Fix assistance over the phone, chat or email. Determine the best solution based on the issue and details provided by customers Providing timely and effective handling of EDC related Break-Fix issues, internal escalations and queries. Monitoring, logging and categorizing of EDC Incidents in ServiceNow in a globally consistent manner. Adherence to Morgan Stanley procedures for proper and timely reporting of Break-Fix issues. Closure and evaluation of EDC related Break-Fix issues. Adherence to Morgan Stanley procedures for proper and timely escalation of unresolved issues to the appropriate internal team(s). Monitoring, logging and reporting of EDC MEP and ICT systems performance. Recording and updating EDC Enterprise and Co-Location information (site and access details, escalation policies, M&E plant) to internal databases and knowledge base tool. Preparation of accurate and timely Impact Assessment, Service Performance and other KPI related reports to Morgan Stanley senior management. Undertaking service performance audits and disseminating to Morgan Stanley senior management. Assist with generation of Energy / Capacity Reports for EDC Global Portfolio Skills & Experience: Experience of working within a Data Centre environment. Proven experience of working in a control room environment. Ability to communicate in a clear and concise manner. Ability to understand the level of knowledge of those in communication with. Proficiency in English Service orientated attitude. Excellent written and verbal communication skills. Ability to priorities and schedule workload. Good report writing skills.
