Lead IBX Customer Operations Technician VI

Who are we?

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary:

A highly skilled specialist that contributes to the development of new concepts and techniques, consistently works on complex assignments requiring independent action. Focus is on complex tasks requiring highly skilled and independent judgement, while contributing to the development of new concepts and techniques for standard operating procedures. Supports the overall team.

Responsibilities

Queue Management / Reporting

· Coordinates incoming requests and work assignments to support customer orders; works on complex customer requests.
· Initiates project meetings, including capturing and distributing notes and action items.
· Understands the approval process and determines timelines for orders that have been expedited or requires negotiation.
· Determines when to approve custom orders and amends for labor hours and material costs, if required.
· Coordinates the review of eligibility approvals in in the system.
· Provides weekly queue management activity reports and metrics to supervisor.
· Oversees completion of necessary reporting, manages ad-hoc reporting requests.
· Supports internal/external audits on request by management.
· Coordinates reviews and/or approvals of work order permits.
· Updates local asset databases and other systems.
· Creates/Supports reporting to customers (e.g. power or access).

Installations

· Acts as a highly skilled subject matter support expert for customer installations within the team, including: rack and stack, cages, cable distribution trays, cabinets and cable management/support systems.
· Provides guidance and subject matter expertise to support large-scale installations.
· Coordinates complex installations and challenges related to customer installs and/or requests.

Cross Connects

· Supports complex datacenter cross-connect work requiring development of new concepts and techniques for standard operating procedure and independent judgement for installs, terminations, modifications, and testing.
· Identifies cost savings opportunities and makes recommendations to leaders.
· Proposes and implements use of advanced technology, for testing equipment (fusion splicing, etc.).
· Acts as a SME support lead for all cross-connect installs, terminations, testing and modifications

Testing / Troubleshooting

· Utilizes advanced troubleshooting ability to lead fault resolution.
· Assures timely calibration and repairs on (testing) equipment.

Stakeholder Partnership

· Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams.
· Supports and maintains relationships with internal stakeholders for cross functional work.
· Provides guidance to more junior team members on coordinating activity with internal stakeholders.
· Supports security team by dispatching contractors outside standard security office hours.

Customer Management

· Supports customer requirements/issues, especially in sensitive situations.
· Attends internal coordination, progress meetings or conference calls; and, provides updates as needed to customers.
· Point of Contact (POC) for supporting complex and high profile customer requests, exceptions or escalations.
· Acts as a subject matter expertise support lead for customer communications on projects.

Projects

· Develops job plans for large installation projects using various project management tools.
· Contributes to vendor review and oversight with management.

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.

Typical Degree & Years of Experience

· Typically requires a high school diploma and 6+ years of equivalent work experience.

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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