Supervisor, Customer Operations

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. Supervisor, Customer OperationsJob SummaryThe Supervisor, Customer Operations provides direct supervision to individual contributor Customer Operations Technicians, guides Customer Operations work teams, and is actively involved, as required, to meet schedules and resolve problems in the Data Center. The Supervisor, Customer Operations assigns tasks and monitors work at frequent intervals, and maintains schedules and workflow of the team.ResponsibilitiesLeadershipProvides immediate supervision to a unit or group of employeesAssigns, instructs, and supervises the teamPlans core duties for the team to completeAbility to manage and supervise a project teamManages personnel compared to workload (could include support from other Data Centers)Ensures staff are fully trained on current functional operational procedures, ticketing system operational procedures, and safety; ensures full compliance with quality assurance programSystems SupportTroubleshooting and fault resolution of reported/detected faults by investigating the issue, identifying the cause and implementing the required fixSummarizes the findings during the troubleshooting and produces Incident Reports for the customerPerforms troubleshooting and supports customersInstallationUnderstands customer cabling requirements, performs site surveys, provides cost estimates to Sales and installation of new cablesPerforms testing of cables before handing to customerVendor ManagementManages, briefs, and instructs vendors for installation, testing, and labeling MaintenancePerforms preventive maintenance to Data Center equipment to prevent faults from occurringProject ManagementHandles multiple projects and assists in designating work to teamTechnical ExpertiseExtensive knowledge in network and equipment platforms, systems, and circuitsQualificationsTypically requires a minimum of 5 years of related experience with a Bachelor’s degree, or equivalent work experience