EOC 24/7 Support Monitoring Engineer

REPORTS TO (POSITION TITLE THIS POSITION REPORTS TO)
• VN Site Manager
Level 3 - temporary position for a specific project or due to high workload.
RESPONSIBILITIES AND GOALS FOR THE ROLE
• Assigned within Polarium Energy Operations Centre managing advanced energy storage systems
• Ensure operational efficiency and reliability of the customer deployed assets
• Supporting customers with placing assets into service, operation and maintenance of energy storage systems
• Act as first line of operational control 24/7 for TelcoBESS facilities, ensuring all alarms, incidents and deviations are handled correctly, in a timely manner, and in accordance with applicable SLAs, contracts and approved work instructions (runbook)
• Safeguard contractual ACK and response times and ensure traceability of all operational decisions in line with DFMG contracts and Polarium's instructions
TASKS AND RECURRING ACTIVITIES
• Remote verification of systems placed into service
• Systems qualification to deliver energy services
• Monitoring and analysing data streams from energy optimization systems
• Formulating proactive and reactive measures to address potential issues promptly
• Supervising the execution of ancillary services to ensure seamless operations
• Collaborating closely with our digital development team to comprehend EOC software and its setup
• Proposing enhancements to the operational platform for continuous improvement.
• Liasing closely with field based system delivery and maintenance services teams to ensure systems uptime is maximized
• 24/7 monitoring of TelcoBESS systems in Polarium Fleet, including receiving, acknowledging (ACK) and classifying alarms according to established severity levels
• Perform initial troubleshooting and triage and determine the correct action branch (Branch A-E) according to the runbook
• Execute pre-approved remote actions (Remote Resolution = Yes), including restart/reset where explicitly approved
• Escalate SEV5/SEV4 incidents to 2nd line or DFMG according to the decision matrix and established times and contact routes
• Create and update tickets in Salesforce, maintain shift reports and incident logs, and ensure complete and traceable documentation of all actions
• Ensure correct information transfer during shift handover and follow established procedures for data protection and information security (ISO 27001, SOC 2, GDPR)