Data Center Customer Operations V

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 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

Qualifications

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