This role is responsible for monitoring and responding to critical alarms through device alerts, alarms, emails, and security alerts etc. Works efficiently and accurately to access the real or potential impact to client persons, property, or assets, and provide accurate and timely escalation of issues to agreed service levels, while upholding the standards and expectations of the global Incident Reporting System.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Works with the Engineering and Facilities teams and Incident Response when a problem is severe enough to require shutdown of equipment. Liaises with Facilities, Engineering, and Security and vendors.
Provides a centralized location for coordination and knowledgebase contacts for severe and critical incidents.
Provides progress reporting, logging of incidents, ongoing follow up, and close out.
Leverages technology and reporting skills to respond to Incidents, initiate, and resolve incidents.
Follows procedures accordingly as it relates to best practices, directives, and standard operating procedures. Adheres to work, health, and safety policies for both the company and the client.
Remotely accesses critical equipment across the region and monitoring for alarms.
Determines the severity of alarms and alerts from critical devices and taking appropriate action including; escalation and managing Engineering and vendor responders for on-site intervention.
Ascertains the possible causes of alarms and alerts from critical devices.
Collates information and issues communications to key stakeholders throughout the Incident Reporting system.
Coordinates the change management process for all work being carried out in the critical environment.
Maintains database of critical environments including; floor plan information, equipment documentation
Updates technical documentation for all critical system equipment, as needed.
Regularly maintains the global vendor database, escalation, and callout lists.
Works with Help Desk tickets for active sites to ensure any and all Engineering problems that are presented are passed on to the proper Engineering teams, Engineers and Electricians, as needed.
Follows up on tickets to ensure work has been completed and tickets closed on time.
Escalates problems to proper Facilities Managers, as needed.
Performs other duties as assigned.
No formal supervisory responsibilities in this position. May provide informal assistance such as technical guidance and/or training to coworkers. May coordinate work and assign tasks.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
High School diploma or GED equivalent required. Minimum one (1) year engineering qualification or mechanical/electrical trade training or experience, including Data Center knowledge.
CERTIFICATES and/or LICENSES
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
Intermediate Microsoft Word, PowerPoint and Excel skills required.
SCOPE OF RESPONSIBILITY
Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Internal Number: 19012376
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.