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. Operation Support Senior AssociateJob SummaryA Datacenter Operations Support Senior Associate at Equinix provides critical support for the smooth functioning of data center operations. They handle various tasks such as monitoring infrastructure, troubleshooting issues, coordinating maintenance, and ensuring compliance with operational procedures. Additionally, they may assist in implementing improvements to enhance efficiency and reliability within the data center environment.ResponsibilitiesQueue Management / ReportingReviews work orders in the queue and handles skilled requests which require deep understanding of standard operating procedures and adherence to commitment timesReviews expedited requests and handles or re-directs to appropriate team membersSupports cross functional teams by collaborating on customer ticketsMaintains detailed written records of all work activityEnsures any necessary reporting is complete and accurate; executes ad-hoc reporting requestsCreates Purchase Orders (PO's) and Purchase requests (PR's)Assigns locks and keys for both Equinix and customer keys, where applicableSupports creating reports to customers (e.g. power or access)Updates local asset databases and other systemsInstallationsHandles requests requiring skilled rack and stack support of customer equipmentAble to read skilled installation spreadsheet plans and supports implementing installations accordinglySupports the building and installation of difficult and challenging installs; which may includeintra-cage fiber tray, ladder rack, customer equipment and cabinetsoverhead cable trays, cage mesh, cabinets, and cable management/support systemsgrounds cabinets and two-post racksperforms tape changes and back-up updatesRecognizes and raises advanced capacity concerns for infrastructure expansions needs and cablingPerforms quality checks on both cross-connects and on-site support tickets, and suggests improvementsCross-ConnectSupports challenging datacenter cross-connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testingInstalls and tests challenging cross-connect circuits, which may include: switched, multiplexed, etcTesting / TroubleshootingSupports skilled requests on standard layer 1, 2 and 3 cross connect certification testingSupports the troubleshooting of skilled circuits (i.e., switched, multiplexed, etc.)Supports advanced testing and troubleshootingStakeholder PartnershipMonitors stock levels and proactively addresses needs for reordering of materials in partnership with proper teamsProvides escalation support for work order expeditesPartners with internal stakeholders on cross functional workCustomer ManagementSupports customer satisfaction through timely and precise order execution and quality assurance checksDelivers a high level of service and an excellent customer experience when interfacing with customersSupports sensitive customer situationsManages time expectations on new deployments and existing alterationsSupports customers on-site by through access control and escorting servicesPoint of Contact (POC) for supporting skilled customer requests, exceptions or escalationsProjectsSupports advanced installations; provides input and identifies problems with drawings and assists with verification of custom projectsSupports vendors on various data center related projectsPerforms quality assurance on new customer installation or deploymentsTrainingSupports standard operating procedures and best practices to maintain a high level of service is maintainedMay coach others on operations procedures and basic safetyMay provide coaching and mentorship to  more junior team membersQualificationsTypical Degree & Years of ExperienceExperience 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 projectsStrong analytical skills and proficiency in management and data analysis tools such as: MaximoGeneral understanding of industry standards, compliance requirements, and best practices in safety and environmental protectionProficiency in English.Additional RequirementsAbility to identify, evaluate, and mitigate operational and financial risks related to SLA non-complianceProficiency in strategic reporting and communication, including the preparation and presentation of accurate and timely reports to investors and internal stakeholdersAvailability for occasional travel to different countries and flexibility to respond to operational emergencies if requiredEquinix 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.