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Job Summary

A Datacenter Operations Support Senior Associate at Equinix provides critical support for the smooth functioning of data center operations. They handle various tasks such as monitoring infrastructure, troubleshooting issues, coordinating maintenance, and ensuring compliance with operational procedures. Additionally, they may assist in implementing improvements to enhance efficiency and reliability within the data center environment.

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 ticketsMaintains 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 data center 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