Data Center Customer Operations V

Data Center Customer Operations V

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.  

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

Is a skilled specialist that works on assignments requiring considerable judgement. Focus is on tasks using considerable skilled judgement and has deep understanding of standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment times

• Reviews expedited requests and handles or re-directs to appropriate team members

• Supports cross functional teams by collaborating on customer tickets

• Maintains detailed written records of all work activity

• Ensures any necessary reporting is complete and accurate; executes ad-hoc reporting requests

• Creates Purchase Orders (PO's) and Purchase requests (PR's)

• Assigns locks and keys for both Equinix and customer keys, where applicable

• Supports creating reports to customers (e.g. power or access)

• Updates local asset databases and other systems

Installations

• Handles requests requiring skilled rack and stack support of customer equipment

• Able to read skilled installation spreadsheet plans and supports implementing installations accordingly

• Supports the building and installation of difficult and challenging installs; which may include:

• Intra-cage fiber tray, ladder rack, customer equipment and cabinets;

• Overhead cable trays, cage mesh, cabinets, and cable management/support systems;

• Grounds cabinets and two-post racks;

• Performs tape changes and back-up updates

• Recognizes and raises advanced capacity concerns for infrastructure expansions needs and cabling

• Performs quality checks on both cross-connects and on-site support tickets, and suggests improvements

Cross-Connect

• Supports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing

• Installs and tests challenging cross-connect circuits, which may include: switched, multiplexed, etc

Testing / Troubleshooting

• Supports skilled requests on standard layer 1, 2 and 3 cross connect certification testing.

• Supports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.).

• Supports advanced testing and troubleshooting.

Stakeholder Partnership

• Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams.

• Provides escalation support for work order expedites.

• Partners with internal stakeholders on cross functional work

Customer Management

• Supports customer satisfaction through timely and precise order execution and quality assurance checks.

• Delivers a high level of service and an excellent customer experience when interfacing with customers.

• Supports sensitive customer situations.

• Manages time expectations on new deployments and existing alterations.

• Supports customers on-site by through access control and escorting services.

• Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations.

Projects

• Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects.

• Supports vendors on various IBX related projects.

• Performs quality assurance on new customer installation or deployments 

Training

• Supports standard operating procedures and best practices to maintain a high level of service is maintained.

• May coach others on operations procedures and basic safety.

• May provide coaching and mentorship to  more junior team members.

Qualifications

• Typically requires a high school diploma and 4-6 years of equivalent work experience.

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.