Data Center Customer Operations III

Data Center Customer Operations III

Job Summary

The Data Center Customer Operations Engineer is responsible for the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests, including expedite/negotiate, trouble tickets, smart-hands, installation/de-installation of cages/cabinets/cabling, tape backups, escorts services, logistics support and security support. The role is also responsible for handling first level escalation on any incidents and performing daily site rounds to ensure that the Data Centre is maintained in a first-class condition.

Responsibilities

Queue Management / Reporting

Reviews work order requests in the queue and responds to routine work orders by adhering to dedicated timelines.

Involved in raising and expediting higher level orders, upon supervision

Maintains notes and records of activity fulfillment in the ticketing system

Installations

Rack and stack semi-routine customer equipment tickets

Supports routine intra-cage and infrastructure installations, under guidance, which may include:

Routine ladder racks and basic fiber raceways

Basic cable management and support systems (patch panels)

Routine ground cabinets and basic post racks; and may perform tape changes and basic backup necessities

Cross-Connect

Supports basic semi-routine datacenter standard operating cross-connect work order requests for installation, terminations, and modifications under supervision

Testing / Troubleshooting

Supports basic testing and routine installations of customer assets

Supports standard operating procedures layer 1 cross-connect certification testing under supervision

May perform semi-routine testing, under supervision

Stakeholder Partnership

Supports the operations and security personnel team for breaks or other activities, when necessary

Customer Management

Supports customer satisfaction with timely adherence to following basic order execution requirements

Delivers quality customer service experience when interfacing with customers

Assist senior staff with time expectations on new deployments, by following standard operating procedure guidelines

May support customers on-site through access and escorting services

Projects

Supports fulfillment of projects under close supervision

Training

Completes assigned training in a timely manner

Incident Management

Assists more senior staff with responding to all on-site incidents and acts as advised

Collaboration

May work internally or with other departments to support and increase efficiencies and reduce potential failure scenarios

Qualifications

Typically 1-2 years of proven experience in the datacenter industry

Diploma/Bachelor's degree in an Engineering field such as Electronics, Telecommunications, etc.

Willingness to work on rotating shifts

Fluency in Tamil is strongly 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.

JR-144573