Supervisor, Data Center Customer Operations

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 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.

Job Summary
Provides immediate supervision to a unit or group of employees. Assigns tasks and monitors work at frequent intervals. Maintains schedules and workflow of the team, trains and cross trains, prioritizes tasks, assists with budgeting and provides status reports. 

Responsibilities  

Leadership

• Provides immediate supervision to a unit or group of employees

• Assigns, instructs, and supervises the team

• Plans core duties for the team to complete

• Ability to manage and supervise a project team

• Manages 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 program

• Supervises team's emergency duties, coordinating installations and delivery schedules to the timescales required to ensure optimal performance of the Data Centers

Systems Support

• Troubleshooting and fault resolution of reported/detected faults by investigating the issue, identifying the cause and implementing the required fix

• Summarizes the findings during the troubleshooting and produces Incident Reports for the customer

• Performs troubleshooting and supports customers. Escalating issues to the manager

Installation

• Understands customer cabling requirements, performs site surveys, provides cost estimates to Sales and installation of new cables

• Performs testing of cables before handing to customer

Vendor Management

• Manages, briefs, and instructs vendors for installation, testing, and labeling

Budgeting

• Assists in drafting proposals for datacenter infrastructure improvements which require capital expenditure approval

Facilities Management/Preventive Maintenance

• Coordinate and support other internal teams on facility management, preventative maintenance, security systems and health & safety

Project Management

• Handles multiple projects and assists in designating work to team 

Reporting

• Provides routine status reports on datacenter performance. Responsible for “lessons learnt” reporting after incident

Standards

• Accountable and responsible for adherence to and evolution of global standards