Khazna was founded in 2012 and has grown rapidly into becoming the leading and trusted wholesale Data Center provider in the Middle East and North Africa region. Through our Data Centers, we provide industry benchmark levels of power supply and cooling services to better serve the growing need for data center operations in the UAE and wider region.

We are seeking a CCC Operator which is a centralized role within Command & Control Center - Service Desk & Monitoring, reporting to the Manager, CCC Monitoring & Customer Support. This role is responsible for real-time monitoring of data center performance, availability and critical systems, ensuring rapid incident detection, escalation and resolution while delivering 24/7 customer support. It serves as the first line of response for alerts, security events and customer queries related to data center operations and infrastructure performance

Key Accountabilities:

• Monitor real-time data center infrastructure using dashboards, alert systems and monitoring tools to ensure continuous operations and early detection of anomalies
• Analyze data center system alarms, logs and alerts identifying potential issues and escalating critical incidents to the appropriate response teams for resolution
• Conduct periodic performance & health checks on data center monitoring tools identifying anomalies and escalating concerns to ensure reliability and accuracy in system surveillance
• Capture, prioritize and classify data center incidents based on severity and impact ensuring effective incident management and timely escalation as required
• Ensure compliance with data center SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) maintaining operational efficiency and timely response to incidents and service requests
• Investigate and diagnose data center incidents recommending and implementing corrective actions to restore normal operations efficiently
• Escalate complex or high-severity data center issues to specialized teams while taking ownership of lower-severity incidents and working cross-functionally within the Command & Control Center (CCC)
• Proactively track and manage data center service requests ensuring timely fulfilment and providing resolution updates to end-users and stakeholders
• Provide first-level customer support for data center operations addressing inquiries, validating service requests and coordinating issue resolution to maintain a seamless data center experience
• Engage in external client communication providing updates on data center incident resolution progress and ensuring transparency in managing Major Incident Management (MIM) scenarios
• Collaborate with data center internal incident management teams ensuring seamless coordination and efficient handling of operational disruptions to minimize downtime
• Support data center operational continuity by participating in drills reviewing response protocols and enhancing overall readiness for high-impact incidents
• Assist in optimizing data center monitoring workflows identifying automation opportunities to improve alert handling and system performance
• Provide continuous feedback to data center operations teams on monitoring trends helping refine detection methodologies and response efficiency
• Maintain compliance with data center security and operational policies ensuring all monitoring activities align with industry standards and internal governance requirements

Minimum Qualifications:

• Bachelor’s degree or diploma in IT (or) Computer Science
• ITIL or Service Management certifications preferred

Minimum Experience:

Minimum 5+ years of proven experience in data center operations and performance management or mission-critical facilities central command centers.

Job-Specific Skills (Generic / Technical):

• 3 to 5 years of experience in central command & control center management, DCIM monitoring or customer support
• Strong analytical skills for performance data analysis and trend identification (Power BI, Tableau, etc…)
• Familiarity with CAFM tools, monitoring dashboards, DCIM systems and alert & alarm management platforms
• Excellent communication and problem-solving skills
• Strong ability to work in a high-pressure, 24/7 operational environment
• Experience in command center operations, DCIM monitoring or customer support

Additional skills:

• Exceptional communication and interpersonal skills for effective collaboration with internal teams
• Ability to summarize, report and communicate on technical incidents (client-facing), utilizing whiteboarding techniques
• Strong ability to work in a high-pressure, 24/7 operational environment

Trainings/Certifications Preferred:

• ITIL Foundation Certification
• Customer Service & Communication Skills Training