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 Monitoring Analyst & Client Support, a centralized role within the Command & Control Center (CCC) – Service Desk & Monitoring. This role is responsible for real-time monitoring of critical data center infrastructure (Mechanical, Electrical, and Plumbing – MEP), ensuring performance, availability, and rapid detection of anomalies. It serves as the first line of response for system alerts, security events, and customer queries, providing 24/7 incident escalation and client support.
This role is primarily focused on data center MEP infrastructure monitoring and has no IT service management scope.
Key Accountabilities:
- Monitor real-time MEP data center infrastructure through dashboards, BMS/EMS, and alert systems.
- Identify potential anomalies early and escalate critical incidents to appropriate response teams.
- Conduct periodic performance and health checks of monitoring tools to ensure reliability.
- Capture, classify, and prioritize incidents based on severity and impact.
- Investigate and diagnose incidents, implementing corrective actions where possible.
- Escalate complex/high-severity issues to specialized teams while managing lower-severity cases within CCC.
- Provide first-level customer support for operational inquiries and service requests.
- Deliver transparent client updates during incident resolution, especially in Major Incident Management (MIM) scenarios.
- Coordinate with internal teams to ensure timely fulfilment of service requests.
- Work cross-functionally with Site Operations, Engineering, and NOC teams to resolve operational issues.
- Support seamless coordination of incident responses to minimize downtime.
- Engage with external service providers and vendors when necessary for resolution.
- Participate in incident response drills and review CCC protocols to strengthen readiness.
- Identify automation opportunities to improve monitoring workflows and alert handling.
- Provide continuous feedback on monitoring trends to improve detection and response methodologies.
- Ensure compliance with internal governance, industry standards, and security policies.
- Ensure compliance with SLAs and KPIs by driving accountability and maintaining high operational standards to consistently enhance customer satisfaction.”
Minimum Qualifications:
- Bachelor’s degree or diploma in IT (or) Computer Science
- ITIL or Service Management certifications preferred
Minimum Experience:
- 3 to 5 years of experience in central command & control center management, BMS/EMS monitoring, service desk and technical incident client support
- Strong analytical skills for performance data analysis and trend identification (Power BI, Tableau, etc…)
- Familiarity with CAFM tools, monitoring dashboards, BMS systems and alert & alarm management platforms (e.g. Service Now)
- 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
- Proven experience in MEP infrastructure monitoring or data centre operations.
- Experience in 24/7 mission-critical environments.
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
- Data Centre Operations Management (DCOM)
- Certified Data Centre Management Professional (CDCMP
