Data Center Customer Operations Engineer V

Data Center Customer Operations Engineer V Equinix Silverwater, New South Wales, Australia Who are we? Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work. Job Summary As a Customer Operations Engineer you will lead from the front a team of Technicians within the IBX (International Business Exchange) data center and develop into a subject matter expert across the wider campus. You will ensure the delivery of high-quality, consistent, and responsive customer service. This role includes all day‑to‑day operations, coordinating customer installations and service requests, assisting to drive continuous improvement in service delivery and operational efficiency, and supporting the training and development of both direct and indirect reports across multiple sites. Key Responsibilities Review work orders in the queue and handle skilled requests requiring deep understanding of standard operating procedures and adherence to commitment times. Review expedited requests and handle or re‑direct to appropriate team members. Support cross‑functional teams by collaborating on customer tickets. Maintain detailed written records of all work activity. Ensure any necessary reporting is complete and accurate; execute ad‑hoc reporting requests. Create Purchase Orders (POs) and Purchase requests (PRs). Assign locks and keys for both Equinix and customer keys, where applicable. Support creating reports to customers (e.g. power or access). Update local asset databases and other systems. Handle skilled rack and stack support of customer equipment. Read skilled installation spreadsheets and support implementations accordingly. Support installation of difficult and challenging installs, including intra‑cage fiber tray, ladder rack, overhead cable trays, and more. Recognize and raise advanced capacity concerns for infrastructure expansions and cabling. Perform quality checks on both cross‑connects and on‑site support tickets, and suggest improvements. Support challenging datacenter cross‑connect work requiring deep understanding of operating procedures for installs, terminations, modifications, and testing. Install and test challenging cross‑connect circuits, including switched and multiplexed lines. Support skilled requests on standard layer 1, 2 and 3 cross‑connect certification testing. Support troubleshooting skilled circuits (e.g., switched, multiplexed, etc.) and advanced testing. Monitor stock levels and proactively address needs for reordering materials with partner teams. Provide escalation support for work order expedites. Partner with internal stakeholders on cross‑functional work. Support customer satisfaction through timely and precise order execution and quality assurance checks. Deliver a high level of service and excellent customer experience when interfacing with customers. Manage time expectations on new deployments and existing alterations. Support customers on‑site through access control and escorting services. Act as Point of Contact (POC) for supporting skilled customer requests, exceptions or escalations. Support advanced installations; provide input on problems and assist with verifying custom projects. Support vendors on various data center related projects. Perform quality assurance on new customer installations or deployments. Support standard operating procedures and best practices to maintain high level of service. Coach others on operations procedures and basic safety; mentor junior team members. Qualifications, Key Skills and Experience Proven experience in a customer‑facing operations role, preferably in a data center or technical environment. Leadership and team management skills; excellent communication and problem‑solving abilities. Familiarity with IT infrastructure, cabling, and data center operations, and experience in training colleagues. Ability to work in a fast‑paced, 24/7 operational environment. Benefits of the Role Salary package containing annual bonus and shift allowances. Support from a newly appointed supervisor and opportunity to become SME of the site and lead a small team when supervisor is away. Opportunity to shape the function across the cluster, optimize processes, develop, shape and mentor onsite engineers. Access to onsite gyms, EV chargers, wellness and financial benefits. Salary range: A$135,000.00 – A$145,000.00 Seniority level: Mid‑Senior level Employment type: Full‑time Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form. Equinix is an Equal Employment Opportunity and, in the U.S., an Affa­cative 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. #J-18808-Ljbffr