Incident Response Technician - MSP

Our client is a global IT managed services provider supporting some of the world’s most recognised organisations. They specialize in delivering secure, scalable infrastructure and operational support across enterprise and data centre environments.

With a strong focus on innovation, automation, and operational excellence, they play a critical role in keeping mission-critical systems running smoothly across the globe.

We’re looking for an Incident Response Technician to join a 24×7 Incident Response Centre, acting as the first line of defence for real-time monitoring and incident management.

This is a high-pressure, high-impact environment where speed, accuracy, and clear decision-making are critical. You’ll be responsible for identifying, triaging, and escalating incidents across data centre facilities, infrastructure, and security systems.

If you thrive in fast-paced environments and can stay calm when things go wrong, this role will suit you.

Responsibilities

• Monitoring & Alert Triage

• Monitor platforms for real-time alerts across infrastructure, facilities, and security
• Rapidly validate alerts and distinguish real incidents from noise
• Take ownership of alerts within defined response SLAs

• Facilities & Critical Infrastructure

• Respond to alerts relating to power, cooling, and environmental systems
• Assess impact of issues such as temperature fluctuations, power failures, and water leaks
• Escalate to Facilities or Engineering teams where required

• Infrastructure & Security Monitoring

• Identify and triage server, network, and system performance issues
• Monitor security alerts including IDS, access control, and site-level anomalies
• Carry out initial investigations and route incidents to the correct teams

• Incident Management & Escalation

• Log, categorise, and prioritise incidents within ITSM systems
• Follow SOPs and runbooks for initial response and remediation
• Escalate incidents based on severity and defined thresholds
• Support major incident response when required

• Communication & Documentation

• Act as a key point of contact during your shift for operational incidents
• Maintain clear and accurate updates throughout the incident lifecycle
• Document timelines, actions, and resolutions
• Support shift handovers to ensure continuity

• Continuous Improvement

• Identify recurring issues and noisy alerts
• Contribute to improving processes, SOPs, and runbooks
• Support trend analysis and operational improvements

Skills & Experience

• 2–3 years’ experience in a NOC, SOC, command centre, or 24×7 operations environment
• Strong ability to triage multiple alerts and prioritise effectively
• Experience working in high-pressure, real-time environments
• Data centre environments (power, cooling, environmental monitoring)
• IP networking fundamentals
• Server and infrastructure operations
• Calm under pressure with strong attention to detail
• Clear communicator with structured approach to problem-solving
• Ability to follow process while making sound decisions quickly

Salary & Benefits

• Competitive salary (dependent on experience)
• Opportunity to work in a mission-critical, global environment
• Exposure to large-scale data centre and infrastructure operations
• Clear progression within a growing organisation

Apply Now

If you’re looking for a role where you’re at the centre of operations and making real-time impact, apply now or get in touch to learn more.