Lead Data Center Customer Operations Engineer

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.

Lead Data Center Customer Operations Engineer

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center, including Expedite/Negotiate, Trouble tickets, Smart-hands, Installation/De-installation of Cages/Cabinets/Cabling, Custom Orders, Tape backups, Escorts services, Network Support, Logistics Support and Security Support.

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 data center 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

Qualifications

• Typically requires a high school diploma or degree and 8+ years of equivalent work experience
• Ability to safely and effectively perform the necessary physical tasks associated with the job

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.