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About the Role
The Incident & Reliability Coordinator links operations with regional and global teams, allowing operations to focus on incident resolution. This role ensures clear communication and adherence to KPIs by local teams.
Responsibilities
- Ensure all incidents are managed in accordance with the Global Incident Management Process.
- Deliver targeted training to site teams on 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.
- 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.
- Provide 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.
- 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.
Requirements
- 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.
- 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.
Skills
- Incident Management
- Problem Management
- Escalation Management
- Reliability Engineering
- MS Office Applications
- Report Creation
- Communication Skills
- Problem Solving
- Teamwork
- Relationship Management
Education Level
- Bachelor’s degree in business administration with a technical focus
Benefits
- Supportive and inclusive environment
- Development opportunities
- Onboarding program
- Clear career pathways
- Continuous training
About the Company
- 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.
Equal Opportunity
- 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.