Global Operations Center Support Specialist

Job description

**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. Rated 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**