Data Center Customer Operations Engineer III

Job Summary 

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, escorts services, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition. 

Responsibilities 

Queue Management / Reporting

• Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines

• Involved in raising and expediting higher level orders, upon supervision 

• Maintains notes and records of activity fulfillment in the ticketing system 

Customer support

• Interact professionally with customers on-site, providing assistance and clear communication on work status, escorting them for equipment access, and ensuring their needs are addressed promptly

Installations 

• Supports routine intra-cage and infrastructure installations, under guidance, which may include: 

• Routine ladder racks and basic fiber raceways 

• Basic cable management and support systems (patch panels) 

• Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities 

Ticket management

• Resolve customer support requests, manage service tickets, perform troubleshooting of hardware/network issues, and escalate complex issues as needed

Process documentation

• Maintain accurate records of tasks, system changes, hardware moves, and maintenance activities for compliance, tracking, and audit purposes

Security and compliance

• Oversee physical security for the facility, enforce access protocols, and assist with disaster recovery and business continuity planning

Team/project participation

• Collaborate with cross-functional teams and vendors for installations and upgrades, contribute to continuous process improvements, and support site projects as necessary 

Cross-Connect 

• Supports basic semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications under supervision 

Testing / Troubleshooting 

• Supports basic testing and routine installations of customer assets 

• Supports standard operating procedures layer 1 cross-connect certification testing under supervision 

• May perform semi-routine testing, under supervision 

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Stakeholder Partnership 

• Supports the operations and security personnel team for breaks or other activities, when necessary 

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Customer Management 

• Supports customer satisfaction with timely adherence to following basic order execution requirements 

• Delivers quality customer service experience when interfacing with customers 

• Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines 

• May support customers on-site through access and escorting services 

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Training 

• Completes assigned training in a timely manner 

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Incident Management 

• Assists more senior staff with responding to all on-site incidents and acts as advised 

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Collaboration 

• May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios 

Qualifications 

• 0-3 years of proven experience in the data center industry 

• Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc. 

• Effective written and verbal communication skills for customer support and reporting. 

• Teamwork and ability to work independently, sometimes requiring on-call or shift work. 

• Willingness to work on rotating shifts 

• Familiarity with ticketing systems, documentation tools, and compliance standards. 

• Fluency in English and Tamil is mandatory