Incident Response Technician (24×7 Operations) - MSP

Our client, is a global IT managed services provider supporting enterprise and hyperscale environments. They deliver critical infrastructure support across data centres, networking, and security, ensuring uptime for some of the world’s most demanding operations.

This is a frontline operations role within a 24×7 Incident Response Centre.

You’ll be the first point of action when something goes wrong,  monitoring live environments, triaging alerts, and making fast, informed decisions to keep systems running.

This role is ideal for someone who has worked in a NOC, SOC, or command centre and wants to step deeper into mission-critical infrastructure. 

If you’re used to fast-paced environments and want to be at the centre of critical operations, apply now to learn more.

Responsibilities:

• Real-Time Monitoring & Response

• Monitor live alerts across infrastructure, facilities, and security systems
• Quickly assess and validate incidents, filtering out false positives
• Take ownership of alerts and respond within defined SLAs

• Data Centre & Facilities Awareness

• Respond to environmental and infrastructure alerts including power, cooling, and humidity
• Identify risks to uptime and escalate to the appropriate engineering teams
• Support operational continuity across critical environments

• Infrastructure & Security Triage

• Investigate server, network, and connectivity issues
• Monitor security-related alerts including access control and intrusion detection
• Ensure incidents are routed accurately with clear supporting detail

• Incident Handling & Escalation

• Log and manage incidents within ITSM tools
• Prioritise issues based on impact and urgency
• Follow runbooks and escalation paths to ensure rapid resolution
• Support major incidents alongside senior team members

• Operational Communication

• Provide clear updates throughout the incident lifecycle
• Maintain accurate documentation of actions and outcomes
• Support shift handovers to maintain continuity across 24×7 operations

Continuous Improvement

• Highlight recurring issues and alert noise
• Contribute to improving processes and operational workflows
• Support ongoing optimisation of incident response procedures

Required Skills & Experience:

• 2–3 years’ experience in a NOC, SOC, service desk, or similar 24×7 environment
• Experience handling multiple alerts in real-time environments
• Strong prioritisation and decision-making skills under pressure
• Data centre operations (power, cooling, environmental monitoring)
• IP networking fundamentals
• Server and infrastructure environments

You’ll stand out if you have:

• Experience in high-availability or mission-critical environments
• Exposure to ITSM tools and structured incident management processes

Salary & Benefits

• Competitive salary (dependent on experience)
• 24×7 operations exposure within a global organisation
• Opportunity to develop within data centre and infrastructure operations
• Clear progression into advanced engineering or operations roles