Incident Response Technician - Consultancy

Are you looking for a new opportunity?

Join a leading global IT solutions provider trusted by some of the world’s most recognized and innovative organizations. Founded over 2 decades ago, the business has expanded across multiple countries with a team of more than 2,000 IT professionals. Focused on helping clients improve decision-making, drive operational efficiency, and gain a competitive edge, the organization combines world-class talent, clear vision, and innovative technology to deliver impactful solutions.

The Incident Response Technician is a Tier-1 role within a 24×7 onsite Incident Response Center (IRC), responsible for real-time monitoring, alert triage, incident logging, and initial investigation across data center facilities, infrastructure, and security systems. This role serves as the first line of operational response, ensuring incidents are quickly detected, accurately classified, and escalated with the right context to engineering, facilities, network, or security teams.

• Monitor approved platforms for real-time alerts across facilities, infrastructure, and security domains.
• Act as the first layer of defence, rapidly detecting and validating alerts.
• Distinguish true incidents from noise, duplicate, or flapping alerts.
• Acknowledge alerts within defined response targets and establish ownership.

• Respond to and triage facility-related alerts, including but not limited to:
• High temperature and high humidity conditions.
• Power failures, power quality fluctuations, and UPS/PDU alarms.
• Cooling system alerts (CRAC/CRAH, environmental sensors).
• Water leak detection or environmental deviations.
• Assess operational impact and lift to Facilities, Electrical, or Mechanical teams as required.

• Monitor and triage alerts related to:
• Server performance degradation or system failures.
• Network connectivity issues or transport failures.
• Intrusion Detection Systems (IDS) and Access Control anomalies.
• Forced-door, badge, or other security-related alerts impacting operations.
• Perform initial investigation and ensure incidents are routed to the appropriate resolver groups with sufficient context.

• Log incidents in the ITSM system within defined time targets.
• Categorise and prioritise incidents based on impact and urgency.
• Follow approved SOPs and runbooks for initial validation and remediation.
• Escalate incidents according to defined thresholds and priority rules.
• Support Major Incident response by executing assigned roles under Shift Lead direction.

• Serve as a primary point of contact for site-level alerts and incidents during assigned shifts.
• Maintain clear, concise, and accurate ticket updates throughout the incident lifecycle.
• Prepare incident documentation including timelines, actions taken, and resolution details.
• Participate in shift handovers to ensure continuity across teams.

• Participate in ticket quality reviews and housekeeping routines.
• Identify recurring alerts, noisy signals, and procedural gaps.
• Contribute to SOP and runbook updates based on operational experience.
• Support trend analysis, problem management inputs, and improvement initiatives.

• 2-3 years of experience in a command centre, NOC, SOC, service desk, or similar 24×7 operations environment.
• Demonstrated ability to triage multiple concurrent alerts and prioritise based on operational risk.
• Basic understanding of:
• Data centre facilities concepts (power, cooling, environmental monitoring).
• IP networking fundamentals and server infrastructure.

• $95,000