Global Operations Center Support Specialist

Firmus Technologies Firmus Technologies is a global leader pioneering the solution to AI’s energy challenge, founded in Australia in 2019 by a visionary team of entrepreneurs. Our mission is to create the most energy-efficient AI infrastructure, combining cutting edge technology with a steadfast commitment to sustainability . Through ground-breaking research and development, we invented a verticalized AI Factory - a new class of digital infrastructure that replaces traditional data centres . Built on new approaches to liquid cooling, energy management, water use and modular construction methodology , the Firmus AI Factory delivers low-cost AI tokens across Asia-Pacific . Firmus AI Cloud We provide customers access to energy savings via our large-scale GPU cloud, Firmus AI Cloud. R ated Silver in The GPU Cloud ClusterMAX ™ Rating System, our cloud empowers developers, enterprise, education and government users to train AI models with unmatched efficiency and cost savings. With an ever-growing list of services and applications, we are committed to building a cloud experience for our customers that is market-leading, proprietary and built to scale. ROLES AND RESPONSIBILITIES As a Global Operations Centre (GOC) Support Specialist, your primary responsibility is to support network operations, server hardware and alerts from the data centre facilities. You’ll work in a 24x7 shift-based environment, ensuring timely responses, incident resolution, and adherence to service level agreements (SLAs). Below are some key tasks you can expect to be responsible for : Network Monitoring & Operations • Manage tier-1 network monitoring round the clock. • Monitor the performance and health of data centre, networks, and hardware systems. • Identify potential issues and troubleshoot technical problems promptly to minimise downtime. • Log, update, and progress tickets to resolution. • Collaborate with cross-functional teams to deploy, repair, and maintain data centre infrastructure. Incident Management & Escalation • Follow escalation procedures during critical incidents. • Act as the point of contact for significant events or technical escalations. • Coordinate and supervise data centre maintenance efforts, collaborating with internal and external parties. Documentation & Communication • Compile daily monitoring and operational tasks into documents. • Ensure compliance with physical security procedures, including visitor management and equipment movement. • Maintain access logs and service reports. • Track equipment movement in and out of data centres and warehouse facilities. Quality Assurance & Assessment • Ensure subcontractors deliver quality services and meet contractual obligations. • Conduct routine assessments of data centre infrastructure systems and critical facilities. • Perform other duties as assigned by line managers. SKILLS AND EXPERIENCE • Holds a Diploma or Professional certification in Electrical, Mechanical, Computer Science, Information Technology, or possess equivalent experience. • Demonstrates a career path marked by continuous personal development with at least two years of experience in data centres or 24x7 critical environment management. • Able to work shifts, including weekends and public holidays. • Has a basic understanding and experience with electrical and mechanical systems commonly used in a data centre. • Proficient in network and server hardware troubleshooting. • Possesses a working knowledge of physical IT infrastructure components. • Comfortable working on rotating shifts. • Have working knowledge and experience with monitoring and ticketing tools. • Demonstrates good problem-solving and communication skills. • Proven ability to work effectively under direction. Location & Reporting • Based in : Singapore • Reporting to: Senior Operations Manager, Singapore Employment Basis Full-time Diversity At Firmus, we are committed to building a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds who are passionate about creating a more sustainable future through innovative engineering solutions. Join us in our mission to revolutionize the AI industry through sustainable practices and cutting-edge engineering. Apply now to be part of shaping the future of sustainable AI infrastructure.