Equinix is hiring a Data Center Customer Operations Engineer V to lead a team of Technicians within the IBX data center at our Silverwater campus. You will develop into a subject matter expert, ensuring the delivery of high-quality, consistent, and responsive customer service. This role focuses on day-to-day operations, coordinating installations and service requests, driving continuous improvement, and supporting team development.
What You'll Do
- Manage queue reporting, review work orders, handle skilled requests, and maintain detailed activity records.
- Execute ad-hoc reporting, create Purchase Orders, and assign locks and keys for site access.
- Handle skilled rack and stack support for customer equipment, reading installation plans and implementing challenging installs.
- Perform quality checks on cross-connects and on-site tickets, raising advanced capacity concerns.
- Support challenging datacenter cross-connect work, including installs, terminations, modifications, and testing.
- Troubleshoot skilled circuits and support advanced layer 1, 2, and 3 cross-connect certification testing.
- Monitor stock levels, provide escalation support for expedites, and partner with internal stakeholders.
- Ensure customer satisfaction through timely order execution, manage customer time expectations, and act as a Point of Contact for skilled requests.
- Support advanced installations, verify custom projects, and perform quality assurance on new deployments.
- Coach others on standard operating procedures, basic safety, and mentor more junior team members.
What We're Looking For
- Proven experience in a customer-facing operations role, preferably in a data center or technical environment.
- Familiarity with IT infrastructure, cabling, and data center operations.
- Experience in developing or training colleagues.
- Ability to work in a fast-paced, 24/7 operational environment (role is Monday-Friday daytime with a shared on-call roster).
Nice to Have
- Leadership and team management skills.
- Excellent communication and problem-solving abilities.
Team & Environment
You will lead a team of Technicians within the IBX data center and report to a Supervisor.
Benefits & Compensation
- Salary package containing annual bonus and shift allowances.
- Support a newly appointed supervisor and act as Site SME, leading the team in their absence.
- Ability to shape the function across the cluster, optimize processes, and help develop onsite engineers.
- Access to onsite gyms, EV chargers, and a range of company wellness and financial benefits.
Work Mode
This role is onsite at our Silverwater location.
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.
