Data Center Customer Operations

Operations Specialist

Equinix is the world's digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed. We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.

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.

Job Summary

A highly skilled specialist that contributes to the development of new concepts and techniques, consistently works on complex assignments requiring independent action. Focus is on complex tasks requiring highly skilled and independent judgement, while contributing to the development of new concepts and techniques for standard operating procedures. Supports the overall team.

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 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 and 1+ years fiber optic, structured cabling, testing
• English intermediate
• Availability to rotate shifts
• Availability to work on Nexxus Park, Apodaca Nuevo León

Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard 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.

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.