IBX Customer Operations

Description

Job Summary: A highly qualified specialist who contributes to the development of new concepts and techniques for operating critical digital infrastructure and supporting customers. Key Highlights: 1. Development of new concepts and techniques in infrastructure operations. 2. Leadership in resolving complex problems and providing specialized technical support. 3. Collaboration with stakeholders and customer management in sensitive situations. ### **IBX Customer Operations** * JR\-159675 * Nuevo León * Operations * Full time **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** A highly qualified specialist who contributes to the development of new concepts and techniques, and consistently works on complex assignments requiring independent action. The focus is on complex tasks demanding a high level of specialization and independent judgment, while also contributing to the development of new concepts and techniques for standard operational procedures. Provides general support to the team. **Responsibilities** --------------------- ### **Queue Management / Reporting** * Coordinates incoming requests and work assignments to support customer orders; handles complex customer requests. * Initiates project meetings, including capturing and distributing meeting notes and action items. * Understands the approval process and determines timelines for expedited or negotiable orders. * Determines when to approve custom orders and adjusts labor hours and material costs as needed. * Coordinates eligibility approval reviews within the system. * Provides weekly activity reports and queue management metrics to the supervisor. * Monitors completion of required reports and manages ad\-hoc report requests. * Supports internal and external audits upon management request. * Coordinates review and/or approval of work order permits. * Updates local asset databases and other systems. * Creates and/or supports customer reports (e.g., power or access reports). ### **Facilities** * Acts as a highly qualified technical support expert for customer facilities within the team, including: rack and stack, cages, cable distribution trays, cabinets, and cable management/support systems. * Provides technical guidance and expertise to support large-scale installations. * Coordinates complex installations and installation-related challenges or customer requests. ### **Cross Connects** * Supports complex cross-connect work in data centers requiring development of new concepts and techniques for standard operational procedures, as well as independent judgment for installations, terminations, modifications, and testing. * Identifies cost-saving opportunities and makes recommendations to leadership. * Proposes and implements advanced technology for test equipment (e.g., fusion splicing, etc.). * Acts as the Subject Matter Expert (SME) for all cross-connect installations, terminations, testing, and modifications. ### **Testing / Troubleshooting** * Uses advanced troubleshooting skills to lead fault resolution. * Ensures timely calibration and repair of test equipment. ### **Stakeholder Collaboration** * Monitors inventory levels and proactively addresses replenishment needs in collaboration with respective teams. * Supports and maintains relationships with internal stakeholders for cross-functional work. * Provides guidance to more junior team members on coordinating with internal stakeholders. * Supports the security team by dispatching contractors outside standard office security hours. ### **Customer Management** * Supports customer requirements and issues, especially in sensitive situations. * Participates in internal coordination, follow-up meetings or conference calls and provides customer updates as needed. * Point of Contact (POC) for complex and high-profile requests, exceptions, or escalations from customers. * Acts as the Subject Matter Expert (SME) for customer communications during projects. ### **Projects** * Develops work plans for large-scale installation projects using various project management tools. * Contributes to vendor review and oversight alongside management. ### **Training** * Supports standard operating procedures and best practices to maintain a high service level. * Can train others on standard operating procedures and basic safety. * Can provide coaching and mentorship to more junior team members. **Requirements** -------------- * High school diploma typically required and **1\+ year of experience** in fiber optics, structured cabling, and testing. * **Intermediate English**. * Availability to **rotate shifts**. * Availability to work at **Nexxus Park, Apodaca, Nuevo León**. 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 form. 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. **We use artificial intelligence in our hiring process. Learn more** **here****.**