Senior Data Center Customer Operations Engineer

Equinix

Singapore
Permanent
Full-time

1 month ago

Who are we?Equinix is the world’s digital infrastructure company®, operating over 250 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.Senior Data Center Customer Operations EngineerJob SummaryA Senior Customer Operations Engineer is a skilled specialist that works on assignments requiring considerable judgement and has deep understanding of SOPs, while supporting the overall team goals.ResponsibilitiesQueue Management / Reporting

Reviews work orders in the queue and handles skilled requests which require in-depth understanding of SOPs 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.

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.

Cross ConnectsSupports 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.ProjectsSupports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects.Supports vendors on various IBX related projects.Performs quality assurance on new customer installation or deploymentsTrainingSupports 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.Customer ManagementSupports 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.QualificationsAt least 5+ years experience in data center operations preferredEquinix 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 .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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