Digital Realty
Incident & Reliability Coordinator
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Your role
The Incident & Reliability Coordinator acts as the link between operations and regional and global teams, enabling operations to focus on incident resolution. This role ensures clear communication and adherence to KPIs such as response time, resolution, and report delivery by the local teams.
What you'll do
Incident & Problem Management
The Incident Reliability Coordinator ensures that every site within the appointed Subregion executes incident and problem management consistently, accurately, and within SLA. Responsibilities include:
- Ensure all incidents are managed in accordance with the Global Incident Management Process, with no deviation in structure, communication, or escalation.
- Deliver targeted training to site teams to maintain full competency in incident and problem management processes, tools, and expectations.
- Ensure all incidents requiring RCA or Lessons Learned are completed within defined SLA.
- Review and validate each RCA/Lessons Learned document for technical accuracy, completeness, and alignment to the actual event.
- Confirm that mitigation actions are appropriate, assigned, and trackable.
- Actively distribute learnings across the sub region and feed them into the wider Regional knowledge sharing cycle to prevent recurrence.
- Monitor and enforce adherence to incident/problem management processes and closure SLAs across all sites.
- Support the Regional Incident & Reliability Manager with monthly reporting, ensuring Subregional compliance, trend visibility, and escalation of systemic issues.
- The Incident Reliability Coordinator as member of the Subregional team provides hands on reliability support to improve equipment performance, reduce repeat failures, and eliminate customer single points of failure (SPOFs).
- Provide local technical support to investigate equipment or system failures, ensuring root causes are identified and corrective actions are implemented.
- Support regional and local teams in collecting, analysing, and reporting equipment reliability metrics, including failure rates, MTBF, and repeat-incident trends.
- Work with regional and site teams to identify, assess, and mitigate customer SPOFs, ensuring clear action plans and progress tracking.
- Support the Regional manager in preparing and delivering monthly customer-facing SPOF and reliability updates.
- Participate in vendor MBRs and QBRs, providing sub regional insight into vendor performance, failure patterns, and required improvements.
Reliability Engineering Support
- The Incident Reliability Coordinator as member of the Subregional team provides hands on reliability support to improve equipment performance, reduce repeat failures, and eliminate customer single points of failure (SPOFs).
- Provide local technical support to investigate equipment or system failures, ensuring root causes are identified and corrective actions are implemented.
- Support regional and local teams in collecting, analysing, and reporting equipment reliability metrics, including failure rates, MTBF, and repeat-incident trends.
- Work with regional and site teams to identify, assess, and mitigate customer SPOFs, ensuring clear action plans and progress tracking.
- Support the Regional manager in preparing and delivering monthly customer-facing SPOF and reliability updates.
- Participate in vendor MBRs and QBRs, providing sub regional insight into vendor performance, failure patterns, and required improvements.
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What you'll need
- Proven experience in Service Support with focus on incident & escalation or experience in the Data Center industry.
- Skilled in incident, escalation and improvement management
- Experienced in working with both technical and business management, including higher-level management, on incident processes
- Bachelor’s degree in business administration with a technical focus
- Skilled in MS Office applications and creating accurate reports
- Proficient in English both written and verbal
- Commitment and drive; Is committed & high energy, willing to go the extra mile
- Open for change: Adapts to change, is open to new ideas, takes on new responsibilities, and adjusts plans to meet changing needs.
- Stress-resistant; knows how to prioritize.
- Pro-active; Has a can-do mentality, Will delegate when appropriate.
- Good communication skills: Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, gives clear instructions and shares information and ideas with others; Reasonable report writing and presentation skills.
- Problem solving; Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
- Customer centricity and natural drive to work with other areas of the business to provide the customer with the best possible outcome.
- Excellent teamwork and relationship management skills
A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
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To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn [https://www.linkedin.com/company/digitalrealty] and Twitter [https://twitter.com/digitalrealty].
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us.
Training and Development
Join our Data Center Operations team and gain the support to succeed from day one. Our onboarding program prepares you to contribute meaningfully right away, with clear career pathways and continuous training to fuel your long-term growth. From onboarding to specialized development, we equip you with the skills and opportunities to make a lasting impact in operations.
Safely Powering Progress
Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
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