Data Center Customer Operations III

3 months ago

Singapur, Singapore Equinix Full time

Who are we?

Equinix is the world’s digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring to

Equinix is the world’s digital infrastructure company®, operatingover 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 providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

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 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

Reviews work order requests in the queue and responds to semi-routine work orders by adhering to commitment times

Escalates and expedites orders to appropriate teams upon standard operating procedures; supervision is needed on escalating non-standard procedure escalation requests

Ensures adherence to commit times within standard operating procedures

Maintains detailed written records of all work activity

Updates local asset databases and other systems

Installations

Rack and stack semi-routine customer equipment tickets

Supports intra-cage infrastructure installations by following the standard operating procedures of semi-routine customer installs, which may include:

- fiber trays, ladder racks, customer equipment, and cabinets

Semi-basic cage installs for mesh and overhead cable trays; and performs tape changes and standard operating back-up changes

Cross-Connect

Supports semi-routine data center standard operating cross-connect work order requests for installation, terminations, and modifications

Ensures the standard operating procedures are followed on cable management of coaxial, fiber, twisted pair copper, and semi-routine intra-building cross-connects

Install basic connect circuits (switched, multiplexed, etc.), under supervision

Testing / Troubleshooting

Supports semi-routine standard operating testing and standard operating installations of customer assets

Supports standard operating procedures of layer 1 cross-connect certification testing

May perform standard operating layer 2 and layer 3 testing, under supervision

Stakeholder Partnership

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

Supports standard operating procedural tasks

Provide backup assistance to team members when necessary

Customer Management

Supports customer satisfaction with timely adherence to following semi-routine execution order requirements

Delivers a high level of service and an excellent customer experience when interfacing with customers

Ensure time expectations on new deployments and existing alterations, by following standard operating procedure guidelines

Supports customers on-site through access control and escorting services

Projects

Supports fulfillment of projects that follow standard operating procedures; if projects deviate from standard procedures, then works under supervision

Supports vendors on projects

Supports physical customer audits

Training

Completes all assigned training promptly

May provide support to new hires

Incident Management

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


Collaboration

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

Qualifications

Typically requires a high school diploma and 1 year of equivalent work experience

Willingness to work on rotating shifts

Ability to work independently and as part of a team

Excellent communication and interpersonal skills

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 .

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.

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 .

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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