Senior Data Center Customer Operations Engineer at Equinix

Iskandar Puteri, Johor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Queue Management, Reporting, Project Meetings, Order Fulfillment, Custom Orders, Asset Databases, Rack And Stack, Cross Connects, Troubleshooting, Fault Resolution, Stakeholder Partnership, Customer Support, Project Planning, Vendor Oversight, Standard Operating Procedures, Mentorship

Industry

IT Services and IT Consulting

Description

Who are we? Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work. 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 diploma or degree and 6+ 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. We use artificial intelligence in our hiring process. Learn more here. Equal Employment Opportunity: 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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement. Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify. www.equinix.com/company/legal/careers-verify-participation/ www.equinix.com/company/legal/osc-right-to-work/ Accessibility and Accommodations: 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 maintains a list of preferred recruiting agencies. If your company is not on our list, please do not contact us regarding our postings. Please also refrain from making contact with anyone outside of the company HR department. Privacy and Terms: We keep the information that you have provided us for the purpose of sending you career information you are likely to be interested in. By submitting your application you confirm that you agree to this purpose and our privacy & terms. You can unsubscribe at any time should you wish to stop receiving information from us.

Responsibilities

The engineer manages the prioritization, fulfillment, and quality assurance of time-bound ticket-driven requests within the Data Center, including installations, cross-connects, and troubleshooting. This role involves coordinating incoming work, managing complex customer requests, developing job plans for large projects, and acting as a subject matter expert for customer operations.