GCC Analyst II

Job description

The GCC Analyst acts as a coordination and escalation point, working closely with internal technical teams and external customers. You’ll operate in a structured, shift‑based environment, supporting service reliability and customer experience. Focusing on techincal queries and customer support, you will play a key part in our GCC team. - Monitor data centre infrastructure and customer systems during assigned shifts - Triage alerts, incidents, and service requests in line with defined procedures - Coordinate incident response by engaging the appropriate technical teams - Track incidents through to resolution, ensuring clear and timely communication - Manage customer requests and escalations in line with SLAs - Maintain accurate documentation, logs, and shift handovers - 2+ years experience in a helpdesk, service desk, NOC, or customer service environment - Experience working in an international Business to Business environment (ideally IT, data centers, or telecommunications) is highly desirable - Comfortable working in an operational, process‑driven support role - Strong written and verbal communication skills - Good analytical and problem‑assessment skills - High attention to deta...