Data Center Customer Operations Engineering Supervisor

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 
 

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Job Summary

Provides frontline leadership and day-to-day supervision for a team of Customer Operations Engineers within the data center environment. The Supervisor is responsible for ensuring work is delivered safely, accurately, and on time while maintaining a high standard of customer experience. This role balances people leadership, hands-on technical oversight, and operational coordination across customer requests, incidents, projects, and vendor activities.

Responsibilities

Leadership

• Provides direct supervision and coaching to a team of Customer Operations Engineers, acting as the first point of escalation for both people and operational issues.
• Assigns and prioritizes work based on customer commitments, operational urgency, and team capability, adjusting plans in real time as conditions change.
• Plans and coordinates daily and shift-based activities to ensure coverage, workflow continuity, and service level adherence.
• Leads and coordinates project-focused work, including designating tasks, tracking progress, and ensuring deliverables meet technical and quality standards.
• Manages resourcing relative to workload, including coordination with other IBX teams when additional support is required.
• Ensures team members are fully trained and compliant with operational procedures, ticketing workflows, safety requirements, and quality assurance standards; actively identifies skill gaps and supports ongoing development.

Systems Support

• Oversees and supports troubleshooting and fault resolution activities, guiding engineers through investigation, root cause identification, and corrective actions.
• Reviews and validates incident findings, ensuring accurate documentation and high-quality Incident Reports are produced for customers.
• Supports customer-facing technical escalations, ensuring issues are resolved efficiently while maintaining clear and professional communication.

Installation

• Oversees customer cabling and infrastructure requests, including site surveys, requirement clarification, cost estimation support to Sales, and execution planning.
• Reviews and validates installation work, ensuring cabling is tested, labeled, and delivered to customers in accordance with Equinix standards and expectations.

Vendor Management

• Coordinates and supervises vendor activities related to installation, testing, labeling, and maintenance work.
• Briefs vendors on scope, safety, and quality expectations, and ensures work is completed accurately and on schedule.

Maintenance

• Ensures preventive maintenance activities are executed properly to minimize operational risk and prevent avoidable faults.
• Reviews maintenance outcomes and follows up on identified risks or improvement actions.

Project Management

• Manages multiple concurrent projects, balancing customer work, internal initiatives, and operational priorities.
• Assigns work appropriately across the team, monitors progress, and escalates risks or delays proactively.

Technical Expertise

• Applies strong working knowledge of network infrastructure, equipment platforms, systems, and circuits to guide decision-making, troubleshooting, and quality assurance.
• Acts as a technical reference point for the team, particularly during complex installs, escalations, or non-standard requests.

Qualifications

• Typically requires a minimum of 9 years of experience in a people manager role in data center operations, customer operations, or a related technical environment.
• Bachelor’s degree in Engineering, IT, Telecommunications, or a related field preferred, or equivalent practical experience.