
Data Center Customer Operations Engineer IV
Data Center Customer Operations Engineer IV
- JR-152457
- Singapore
- Operations
- Full time
Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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
The Data Center Customer Operations Engineer IV is responsible for troubleshooting and installing advanced circuits, as well as performing custom installations. The role involves working with customers to troubleshoot issues, managing installation queues, and maintaining detailed records of all work activity. The engineer will also be involved in cross connects, documentation/reporting, infrastructure modification projects, and ensuring customer satisfaction through timely and precise order execution. The role will be responsible as a shift team lead, managing activities within the shift.
Responsibilities
Queue Management / Reporting
Reviews work orders in the queue and works on difficult requests by adhering to commitment times
Supports cross-functional teams to collaborate on customer tickets
Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests
Actively provides input and makes recommendations to processes
Maintains detailed written records of all work activity
Updates local asset databases and other systems
Installations
Handles difficult rack and stack customer equipment tickets
Able to read difficult installation spreadsheet plans and supports implementing installations accordingly
Supports the installation of difficult installs, which may include:
- overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities
Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed
Performs quality checks on both cross-connects and on-site support tickets and recommends improvements
Cross-Connect
Supports difficult data center cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
Installs and tests difficult cross-connect circuits, which may include: switched, multiplexed, etc.
Testing / Troubleshooting
Supports difficult operating testing of layer 1, 2 and 3 cross-connect certification testing
Supports the troubleshooting of difficult circuits (i.e., switched, multiplexed, etc.)
Escalates more advanced circuits and supports as needed
Works with customers to troubleshoot issues and uses experience gained to recommend solutions
Stakeholder Partnership
Monitors stock levels and proactively addresses needs for materials with proper teams
Provides escalated work order support, and supports dispatch of alarms
May provide back-up support to security personnel, if needed
Customer Management
Supports customer satisfaction through timely and precise order execution
Delivers a high level of service and an excellent customer experience when interfacing with customers
Provides support with 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 moderately difficult customer requests, exceptions or escalations
Projects
Supports and partners with team members on projects as directed
Coordinates vendors for various Data Center related projects
Performs quality assurance on new customer installation or deployments
Training
Completes all assigned training in a timely manner..
May provide guidance and support to more junior team members and new hires.
Qualifications
Typically requires at least a Higher Nitec certification and 5 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.
Equal Employment Opportunity:
Equinix is an Equal Employment Opportunity and 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. (Equal Opportunity / AA / Disabled / Veterans Employer)
View additional Equal Employment Opportunity information here.
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