Operation Support Senior Associate

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.

• Reviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures 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 ticketsMaintains 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

• 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

• Supports 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

• 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

• Monitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teams
• Provides escalation support for work order expedites
• Partners with internal stakeholders on cross functional work

• Supports 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

• Supports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projects
• Supports vendors on various data center related projects
• Performs quality assurance on new customer installation or deployments

• 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

• Experience in the functioning and workings of a data center, including familiarity with tools and systems used to support operations (e.g., monitoring systems, ticketing platforms, asset management software)
• Proven track record of teamwork, effective communication with various stakeholders, and successful management of transition projects
• Strong analytical skills and proficiency in management and data analysis tools such as: Maximo
• General understanding of industry standards, compliance requirements, and best practices in safety and environmental protection
• Proficiency in English.

• Ability to identify, evaluate, and mitigate operational and financial risks related to SLA non-compliance
• Proficiency in strategic reporting and communication, including the preparation and presentation of accurate and timely reports to investors and internal stakeholders
• Availability for occasional travel to different countries and flexibility to respond to operational emergencies if required