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.