Overview
In this role you will bridge operations with regional and global teams to continuously improve incident response and reliability. You will ensure consistent incident and problem management across sites, driving adherence to KPIs and timely RCA/Lessons Learned. You will train site teams, validate technical accuracy of root-cause analyses, and share learnings regionally to prevent recurrences. You will support monthly reliability reporting and contribute to vendor reviews, shaping a more resilient data-center operation.
Pay / Benefits
- competitive compensation package
- excellent benefits
- onboarding program
- career development opportunities
- supportive and inclusive environment
- training and development
Responsibilities
- Enforce adherence to Global Incident Management Process across all sites and ensure consistent communication and escalation structure
- Deliver targeted training on incident and problem management tools, processes and expectations
- Ensure RCAs and Lessons Learned are produced within SLA and validated for technical accuracy
- Track and verify mitigation actions; ensure they are assigned and progress is monitorable
- Distribute learnings across the subregion and feed them into regional knowledge sharing cycles
- Support monthly reporting, trend visibility, and escalation of systemic issues to Regional Incident & Reliability Manager
- Provide hands-on reliability support to improve equipment performance and eliminate SPOFs
- Collect, analyse, and report equipment reliability metrics (failure rates, MTBF, repeat incidents) and support action on SPOFs
- Participate in vendor MBRs and QBRs, providing regional insight into performance and improvement needs
- Prepare and deliver customer-facing SPOF and reliability updates for regional management
Key requirements
- Proven experience in service support with focus on incident and escalation, or in the data center industry
- Experience with incident, escalation and improvement management
- Ability to work with technical teams and business management on incident processes
- Bachelor’s degree in business administration with a technical focus
- MS Office proficiency and ability to produce accurate reports
- Proficient in English (written and verbal)
- Strong communication, problem solving, and report-writing skills
- Ability to work in a high-energy, change-ready environment
- Customer-centric mindset with teamwork and relationship management skills
- Commitment and drive; high energy, willing to go the extra mile
- Open to change; adaptable and proactive
- Stress-resistance and prioritization skills
- Incident management processes and escalation
- RCA/Lessons Learned methodologies
- Reliability metrics analysis (MTBF, failure rates)
Incident & Reliability Coordinator in London employer: Digital Realty
Digital Realty is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where teamwork and customer focus are at the forefront. Located in a vibrant area, employees benefit from a collaborative environment that encourages innovation and rewards results, making it an ideal place for those looking to make a meaningful impact in the digital landscape.
