Data Center Customer Operations Engineer V

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:

As a Customer Operations Engineer you will lead from the front a team of Technicians within the IBX (International Business Exchange) data center and develop into a subject matter expert across the wider campus. You will ensure the delivery of high-quality, consistent, and responsive customer service.

This role includes all day-to-day operations, coordinating customer installations and service requests, assisting to drive continuous improvement in service delivery and operational efficiency, and supporting the training and development of both direct and indirect reports across multiple sites.

This a great opportunity to work closely with Supervisor and develop your leadership and technical expertise under their tutelage. We are looking for a skilled specialist that works on assignments requiring considerable judgement. Focus will be on understanding standard operating procedures to support the overall team and most importantly our customer base.

Key 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 member

Qualifications, key skills and & experience:

• Proven experience in a customer-facing operations role, preferably in a data center or technical environment.

• Leadership and team management skills will be highly valued, with excellent communication and problem-solving abilities.

• Familiarity with IT infrastructure, cabling, and data center operations, and experience in developing or training colleagues

• Ability to work in a fast-paced, 24/7 operational environment

Benefits of the role:

• Salary package containing annual bonus, shift allowances
• Support newly appointed supervisor and be able to become SME of the site and lead a small team when supervisor is away
• Ability to shape the function across the cluster, optimize processes, help develop shape and mentor our onsite engineers
• Access to onsite gyms, EV chargers, ranging company, wellness, financial benefits

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.