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Senior Data Center Customer Operations Engineer

Equinix
8 hours ago
Full-time
On-site
Alexandria, Sydney NSW

Job Summary

A Senior Data Center Customer Operations Engineer supports and leads operational activities within an Equinix data center environment. The role ensures customer infrastructure, cross connect activity, installations, and incident response are executed at high quality while meeting service level commitments. Senior engineers also mentor junior staff, provide technical guidance, and contribute to process improvements. 

Responsibilities 

Queue Management, Work Order Control & Reporting 

  • Review, prioritize, and execute work orders while adhering to committed response and completion times

  • Collaborate with cross-functional groups on customer tickets and escalations

  • Complete accurate reporting and support ad-hoc data and performance reporting needs

  • Maintain detailed documentation of all activities and updates in asset management systems

  • Create and manage Purchase Orders (POs) and Purchase Requests (PRs) related to operations 

Data Center Installations & Customer Equipment Support 

  • Perform advanced rack and stack tasks, including installation of customer hardware and cabling

  • Read and interpret installation plans/spreadsheets for complex deployments

  • Identify and escalate capacity or infrastructure concerns, ensuring forward-planning for expansion needs

Cross Connect Operations 

  • Install, test, modify, and troubleshoot cross connect circuits with strong understanding of Equinix operating procedures

  • Handle complex cross-connect types including switched and multiplexed connections

  • Perform quality checks on cross connect and on-site support tickets, recommending improvements

  • Provide trainings associated with cross connect de-install and perform end to end physical removal of the cross connect segments

Customer Support & Incident Management 

  • Provide expert-level remote hands and onsite technical support

  • Assist with troubleshooting customer equipment, connectivity issues, and infrastructure alarms

  • Engage directly with customers to resolve escalated technical issues and ensure high quality service

  • Collaborate with facility engineering teams to respond to alarms, incidents, and afterhours events requiring Data Center operations support

Process Improvement & Leadership 

  • Contribute to operational process improvements and recommend updates to standard operating procedures

  • Mentor and guide junior IBX engineers on technical tasks, safety practices, and customer engagement

  • Support cross-functional initiatives improving reliability, efficiency, and customer experience

Stakeholder Partnership 

  • Monitors stock levels and proactively address needs for reordering of materials in partnership with suppliers and stakeholders

  • Supports and maintains relationships with internal stakeholders for cross functional work

  • Provides guidance to more junior team members on coordinating activity with internal stakeholders

Cross-Functional Collaboration 

  • Engage with cross-functional teams such as Facilities, Networking, Security, Customer Project Manager and Customer Success to resolve customer issues and deliver smooth operational outcomes

  • Act as a senior operations representative during escalations, outages, or campus-wide projects

Qualifications 

Technical Skills 

  • Strong knowledge of data center hardware, cabling systems, and network infrastructure

  • Proficiency in fiber and copper cross connect installation and testing

  • Ability to interpret technical documentation, installation plans, and network diagrams

  • Familiarity with asset tracking systems and data center management tools

  • Ability to perform effectively in a fast‑paced, 24/7 operational environment. While the role is primarily Monday–Friday during standard office hours, the successful candidate will also be required to provide cross‑campus support as part of an on‑call roster in coordination with other Senior or Lead COEs

Soft Skills 

  • Strong communication and customer service orientation

  • Ability to work under pressure while maintaining accuracy and safety, have critical decision-making skills

  • Skilled in coordination and collaboration with cross-functional teams

  • Skilled in the Project management and vendor management

Experience 

  • Typically, 3+ years in data center operations, network infrastructure, or related technical roles

  • Must demonstrate leadership qualities and experience in covering the sites and shifts onsite