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Datacentre Lead Customer Operations Technician (m/w/d)

 

Datacentre Lead Customer Operations Technician (m/w/d)

  • JR-132247
  • Frankfurt
  • Operations
  • Full time
Datacentre Lead Customer Operations Technician (m/w/d)

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.  

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary
Manages personnel and materials, and uses expertise to recommend system level enhancements and new policies and procedures.

Responsibilities
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

Queue Management

  • Understands approval process and determine timelines for orders that have been expedited or require negotiation 

  • Determines when to approve custom orders and amends for labor hours and material costs, if required

  • Manages all incoming requests and work assignments to support customer orders


Testing/Troubleshooting

  • Utilizes advanced troubleshooting ability to lead fault resolution


Cross Connects

  • Identifies cost savings opportunities and communicates to Data Center management

  • Proposes and implements use of advanced technology (e.g.· testing equipment, fusion splicing, etc.) 


Documentation/Reporting

  • Provides weekly activity reports and metrics as required


Projects

  • Develops job plans for large installation projects using tools such as MS Project / Visio / Excel; control critical path by managing personnel and materials


Training

  • Ensures staff fully trained on current functional operational procedures and safety; ensures full compliance with QA program


Customer Management

  • Manages customer requirements/issues, especially in sensitive situations

  • Attends internal coordination, progress meetings or conference calls; provides updates as needed to customer


Qualifications

  • 3+ years experience

  • High School Diploma

  • BERT and SONET test equipment


Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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