Data Center Customer Operations IV

Overview

Data Center Customer Operations IV role supporting moderately difficult operations work: queue management, installations, cross-connects, testing and troubleshooting, stakeholder partnership, customer management, projects and training.

What you'll do

• Review work orders in the queue and work on moderately difficult requests by adhering to commitment times
• Support cross-functional teams to collaborate on customer tickets
• Ensure necessary reporting is complete and accurate; support ad-hoc reporting requests
• Actively provide input and make recommendations to processes
• Maintain detailed written records of all work activity
• Update local asset databases and other systems
• Handle moderately difficult rack and stack customer equipment tickets
• Read moderately difficult installation spreadsheet plans and support implementing installations accordingly
• Support the installation of moderately difficult installs, which may include overhead cable trays, cage mesh, cabinets, cable management/support systems, circuits for fiber terminations, cable distribution trays, and performing tape changes and back-up necessities
• Recognize and raise capacity concerns for infrastructure expansion needs and cabling where needed
• Perform quality checks on cross-connects and on-site support tickets and recommend improvements
• Support moderately difficult datacenter cross-connect work, including installs, terminations, modifications, and testing
• Install and test moderately difficult cross-connect circuits, which may include switched, multiplexed, etc.
• Support operating testing of layer 1, 2 and 3 cross-connect certification testing
• Support the troubleshooting of moderately difficult circuits (i.e., switched, multiplexed, etc.)
• Escalate more advanced circuits and support as needed
• Work with customers to troubleshoot issues and recommend solutions
• Monitor stock levels and proactively address needs for materials with proper teams
• Provide escalated work order support and support dispatch of alarms
• Provide back-up support to security personnel, if needed
• Support customer satisfaction through timely and precise order execution
• Deliver a high level of service and an excellent customer experience when interfacing with customers
• Provide support with time expectations on new deployments and existing alterations
• Support customers on-site through access control and escorting services
• Serve as point of contact for supporting moderately difficult customer requests, exceptions or escalations
• Support and partner with team members on projects as directed
• Coordinate vendors for various Data Center related projects
• Perform quality assurance on new customer installations or deployments
• Complete all assigned training in a timely manner
• Provide guidance and support to more junior team members and new hires

What you'll need

• Typically a high school diploma
• Typically 2-4 years of equivalent work experience
• Hands-on knowledge of splicing

Details

• Location: Mumbai
• This posting is for a backfill position to fill an existing vacancy