Supervisor, IBX Customer Operations

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

Provides immediate supervision to a unit or group of employees. Assigns tasks and monitors work at frequent intervals. Maintains schedules and workflow of the team. 

Responsibilities

Leadership

• Provides immediate supervision to a unit or group of employees

• Assigns, instructs, and supervises the team

• Plans core duties for the team to complete

• Ability to manage and supervise a project team

• Manages personnel compared to workload (could include support from other Data Center’s

• Ensures staff are fully trained on current functional operational procedures, ticketing system operational procedures, and safety; ensures full compliance with quality assurance program.

• Strong operational discipline with the ability to enforce processes and standards

• Coach team members on communication quality, standards, and execution

Systems Support

• Troubleshooting and fault resolution of reported/detected faults by investigating the issue, identifying the cause and implementing the required fix

• Summarizes the findings during the troubleshooting and produces Incident Reports for the customer

• Performs troubleshooting and supports customers

• Report and tracking Monthly, quarterly and Annually KPIs.

Installation

• Understands customer cabling requirements, performs site surveys, provides cost estimates to Sales and installation of new cables

• Performs testing of cables before handing to customer

Vendor Management

• Manages, briefs, and instructs vendors for installation, testing, and labeling 

Maintenance

• Performs preventive maintenance to IBX equipment to prevent faults from occurring

Project Management

• Handles multiple projects and assists in designating work to team

Technical Expertise

• Extensive knowledge in network and equipment platforms, systems, and circuits

Qualifications

Typical Degree & Years of Experience

• Typically requires a minimum of 5 years of related experience with a bachelor’s degree in engineering, Electronic Engineer, System Engineer, Telecommunication Engineer or equivalent experience

• Strong written and verbal communication skills, fluent Spanish, High English level (C1) and Portugues good to have

• · Data Center or high availability infrastructure operations experience preferred

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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