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Supervisor, Data Center Customer Operations
4 weeks ago
Equinix, Silverwater, New South Wales, Australia
OverviewEquinix is the world's digital infrastructure company, providing scalable data center and interconnection services that enable innovation and connectivity for customers, communities and society.
Joining our operations team means being at the center of maintaining and evolving critical infrastructure that powers the digital world. You'll lead a team delivering high-quality, responsive customer service and support the training and development of staff across multiple sites.
Job SummaryAs a Customer Operations Supervisor, you will lead a team of Customer Operations Technicians within the IBX data center and act as a subject matter expert across the wider campus. You will supervise day-to-day operations, coordinate customer installations and service requests, drive continuous improvement in service delivery and operational efficiency, and support training and development of staff.
The position directly manages 4 staff, with 3 based at SY6 in Silverwater; you will predominantly be based there and provide remote support for engineers in Canberra and Brisbane.
Key Responsibilities- Supervise and mentor a team of Customer Operations Technicians.
- Schedule and allocate resources to meet customer SLAs and operational targets.
- Foster a culture of safety, accountability, and customer focus.
- Manage a small team of direct reports and provide dotted-line leadership to staff at remote sites.
- Oversee the execution of customer orders, installations, and remote hands services.
- Ensure timely and accurate documentation of service delivery activities.
- Act as an escalation point for customer issues and coordinate resolution.
- Monitor and improve operational workflows and service delivery processes.
- Ensure compliance with Equinix policies, procedures, and industry standards.
- Support audits and quality assurance initiatives.
- Liaise with internal teams including Engineering, Sales, and Global Support.
- Provide regular updates and reporting to management on team performance and customer satisfaction.
- Participate in cross-functional projects and initiatives.
- Proven experience in a customer-facing operations role, preferably in a data center or technical environment.
- Strong leadership and team management skills, with excellent communication and problem-solving abilities.
- Familiarity with IT infrastructure, cabling, and data center operations.
- Ability to work in a fast-paced, 24/7 operational environment.
- Salary package containing annual bonus and company shares
- Newly created role reporting into Cluster Senior Manager
- Opportunity to shape the function across the cluster, optimize processes, and mentor onsite engineers
- Onsite gyms, EV charging facilities, wellness and financial benefits
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, where applicable, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to protected characteristics or status.
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