Data Center Customer Operations Engineering Supervisor
- JR-160659
- Iskandar Puteri
- Operations
- Full time
- WORK_SHIFT-3-463
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
Provides frontline leadership and day-to-day supervision for a team of Customer Operations Engineers within the data center environment. The Supervisor is responsible for ensuring work is delivered safely, accurately, and on time while maintaining a high standard of customer experience. This role balances people leadership, hands-on technical oversight, and operational coordination across customer requests, incidents, projects, and vendor activities.
Responsibilities
Leadership
- Provides direct supervision and coaching to a team of Customer Operations Engineers, acting as the first point of escalation for both people and operational issues.
- Assigns and prioritizes work based on customer commitments, operational urgency, and team capability, adjusting plans in real time as conditions change.
- Plans and coordinates daily and shift-based activities to ensure coverage, workflow continuity, and service level adherence.
- Leads and coordinates project-focused work, including designating tasks, tracking progress, and ensuring deliverables meet technical and quality standards.
- Manages resourcing relative to workload, including coordination with other IBX teams when additional support is required.
- Ensures team members are fully trained and compliant with operational procedures, ticketing workflows, safety requirements, and quality assurance standards; actively identifies skill gaps and supports ongoing development.
Systems Support
- Oversees and supports troubleshooting and fault resolution activities, guiding engineers through investigation, root cause identification, and corrective actions.
- Reviews and validates incident findings, ensuring accurate documentation and high-quality Incident Reports are produced for customers.
- Supports customer-facing technical escalations, ensuring issues are resolved efficiently while maintaining clear and professional communication.
Installation
- Oversees customer cabling and infrastructure requests, including site surveys, requirement clarification, cost estimation support to Sales, and execution planning.
- Reviews and validates installation work, ensuring cabling is tested, labeled, and delivered to customers in accordance with Equinix standards and expectations.
Vendor Management
- Coordinates and supervises vendor activities related to installation, testing, labeling, and maintenance work.
- Briefs vendors on scope, safety, and quality expectations, and ensures work is completed accurately and on schedule.
Maintenance
- Ensures preventive maintenance activities are executed properly to minimize operational risk and prevent avoidable faults.
- Reviews maintenance outcomes and follows up on identified risks or improvement actions.
Project Management
- Manages multiple concurrent projects, balancing customer work, internal initiatives, and operational priorities.
- Assigns work appropriately across the team, monitors progress, and escalates risks or delays proactively.
Technical Expertise
- Applies strong working knowledge of network infrastructure, equipment platforms, systems, and circuits to guide decision-making, troubleshooting, and quality assurance.
- Acts as a technical reference point for the team, particularly during complex installs, escalations, or non-standard requests.
Qualifications
- Typically requires a minimum of 9 years of experience in a people manager role in data center operations, customer operations, or a related technical environment.
- Bachelor’s degree in Engineering, IT, Telecommunications, or a related field preferred, or equivalent practical experience.
