Senior Data Center Customer Operations Engineer
Senior Data Center Customer Operations Engineer
- JR-159302
- Alexandria
- Operations
- Full time
- No (Australia)
Who are we?
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
A Senior Data Center Customer Operations Engineer supports and leads operational activities within an Equinix data center environment. The role ensures customer infrastructure, cross connect activity, installations, and incident response are executed at high quality while meeting service level commitments. Senior engineers also mentor junior staff, provide technical guidance, and contribute to process improvements.
Responsibilities
Queue Management, Work Order Control & Reporting
Review, prioritize, and execute work orders while adhering to committed response and completion times
Collaborate with cross-functional groups on customer tickets and escalations
Complete accurate reporting and support ad-hoc data and performance reporting needs
Maintain detailed documentation of all activities and updates in asset management systems
Create and manage Purchase Orders (POs) and Purchase Requests (PRs) related to operations
Data Center Installations & Customer Equipment Support
Perform advanced rack and stack tasks, including installation of customer hardware and cabling
Read and interpret installation plans/spreadsheets for complex deployments
Identify and escalate capacity or infrastructure concerns, ensuring forward-planning for expansion needs
Cross Connect Operations
Install, test, modify, and troubleshoot cross connect circuits with strong understanding of Equinix operating procedures
Handle complex cross-connect types including switched and multiplexed connections
Perform quality checks on cross connect and on-site support tickets, recommending improvements
Provide trainings associated with cross connect de-install and perform end to end physical removal of the cross connect segments
Customer Support & Incident Management
Provide expert-level remote hands and onsite technical support
Assist with troubleshooting customer equipment, connectivity issues, and infrastructure alarms
Engage directly with customers to resolve escalated technical issues and ensure high quality service
Collaborate with facility engineering teams to respond to alarms, incidents, and afterhours events requiring Data Center operations support
Process Improvement & Leadership
Contribute to operational process improvements and recommend updates to standard operating procedures
Mentor and guide junior IBX engineers on technical tasks, safety practices, and customer engagement
Support cross-functional initiatives improving reliability, efficiency, and customer experience
Stakeholder Partnership
Monitors stock levels and proactively address needs for reordering of materials in partnership with suppliers and stakeholders
Supports and maintains relationships with internal stakeholders for cross functional work
Provides guidance to more junior team members on coordinating activity with internal stakeholders
Cross-Functional Collaboration
Engage with cross-functional teams such as Facilities, Networking, Security, Customer Project Manager and Customer Success to resolve customer issues and deliver smooth operational outcomes
Act as a senior operations representative during escalations, outages, or campus-wide projects
Qualifications
Technical Skills
Strong knowledge of data center hardware, cabling systems, and network infrastructure
Proficiency in fiber and copper cross connect installation and testing
Ability to interpret technical documentation, installation plans, and network diagrams
Familiarity with asset tracking systems and data center management tools
Ability to perform effectively in a fast‑paced, 24/7 operational environment. While the role is primarily Monday–Friday during standard office hours, the successful candidate will also be required to provide cross‑campus support as part of an on‑call roster in coordination with other Senior or Lead COEs
Soft Skills
Strong communication and customer service orientation
Ability to work under pressure while maintaining accuracy and safety, have critical decision-making skills
Skilled in coordination and collaboration with cross-functional teams
Skilled in the Project management and vendor management
Experience
Typically, 3+ years in data center operations, network infrastructure, or related technical roles
Must demonstrate leadership qualities and experience in covering the sites and shifts onsite
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
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