Data Center Customer Operations IV
- Equinix
- 2 - 4 years
- Mumbai
- 3 months ago
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Job Description
Responsibilities
- Reviews work orders in the queue and works on moderately difficult requests by adhering to commitment times
- Supports cross-functional teams to collaborate on customer tickets
- Ensures any necessary reporting is complete and accurate; supports ad-hoc reporting requests
- Actively provides input and makes recommendations to processes
- Maintains detailed written records of all work activity
- Updates local asset databases and other systems
- Handles moderately difficult rack and stack customer equipment tickets
- Able to read moderately difficult installation spreadsheet plans and supports implementing installations accordingly
- Supports the installation of moderately difficult installs, which may include: overhead cable trays, cage mesh, cabinets, and cable management/support systems; circuits for fiber terminations; cable distribution trays, cabinets, and cable management/support systems; and performs tape changes and back-up necessities
- Recognizes and raises capacity concerns for infrastructure expansions needs and cabling where needed
- Performs quality checks on both cross-connects and on-site support tickets and recommends improvements
- Supports moderately difficult datacenter cross-connect work, requiring substantial understanding of operating procedures for: installs, terminations, modifications, and testing
- Installs and tests moderately difficult cross-connect circuits, which may include: switched, multiplexed, etc.
- Supports moderately difficult operating testing of layer 1, 2 and 3 cross-connect certification testing
- Supports the troubleshooting of moderly difficult circuits (i.e., switched, multiplexed, etc.)
- Escalates more advanced circuits and supports as needed
- Works with customers to troubleshoot issues and uses experience gained to recommend solutions
- Monitors stock levels and proactively addresses needs for materials with proper teams
- Provides escalated work order support, and supports dispatch of alarms
- May provide back-up support to security personnel, if needed
- Supports customer satisfaction through timely and precise order execution
- Delivers a high level of service and an excellent customer experience when interfacing with customers
- Provides support with 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 moderately difficult customer requests, exceptions or escalations
- Supports and partners with team members on projects as directed
- Coordinates vendors for various Data Center related projects
- Performs quality assurance on new customer installation or deployments
- Completes all assigned training in a timely manner
- May provide guidance and support to more junior team members and new hires
- Typically requires a high school diploma and 2-4 years of equivalent work experience
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: EquinixLocation(s): Mumbai
Keyskills: software testing customer management quality assurance troubleshooting customer experience customer operations queue management wan dns networking data center systems installation active directory lan certification testing dhcp
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