Job Description

The IT Operations/Project Coordinator will facilitate and coordinate multiple cross functional teams to carry out day to day operations. Your job involves coordination and liaising with multiple teams, OEM Vendors, smart/remote hands and facility providers. Tasks may vary in number, size and complexity.The candidate should be able to demonstrate some experience and expertise in Colo/DC/POP site access, smart hands requests, RMAs, inventory, and audits, or similar logistics experience.

Roles And Responsibilities

Assist with daily monitoring of the ticketing system and drive tickets to resolution within SLA.
Work closely with Colo vendors to schedule Smart Hands, arrange site access for visitors, schedule inbound and outbound shipment.
Work with Colo vendors to ensure compliance with environmental agreements, addressing temperature and other environmental issues within the cage to keep conditions within agreed thresholds.
Work with turnkey vendors to request and schedule Smart Hands and ensure technician availability.
Ensure site-access and visitor requests comply with security and data-center access policies.
Coordinate with hardware vendors to manage RMA shipments to and from facilities, and track shipments through to closure.
Maintain accurate records of ticket activity, vendor interactions, and shipment tracking.
Support incident and outage coordination, mobilizing the right resources and Smart Hands during critical events.
Track in-flight requests to completion and provide timely status updates to stakeholders.
Escalate blockers, at-risk SLAs, and high-severity issues promptly to the appropriate teams or on-call.
Collaborate with regional teams to progress and resolve tickets end-to-end.
Collaborate with coordinators in other regions for smooth start/end-of-shift handovers, ensuring 24/7 follow-the-sun coverage.
Identify recurring issues and process gaps, and suggest improvements to workflows, tooling, or automation.
Adhere to change-management, safety, and compliance requirements for all coordinated work.
Cross-train on regional processes to provide flexible coverage and backup.
Communicate professionally with cross-functional and regional stakeholders across time zones, working independently and prioritizing effectively in a fast-paced, 24/7 environment.
Attending and participating in client meetings as required.
Contribute to and maintain runbooks, SOPs, and knowledge-base articles for recurring workflows.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

3 - 5 years of work experience in project coordination/management
Experience working with Colo/Facility providers
Experience working with OEM Vendors (Cisco, Juniper, Arista etc.)
Familiarity Google Suite
Excellent communication skills, both verbal and written
Positive attitude and dependable
Excellent customer service skills
Ability to work both within a team and independently
Ability to multitask and prioritize workload in a fast-paced environment
Ability to use good judgment, as well as problem-solving and decision making skills
Ability to maintain confidentiality and professional decorum

Preferred (but Not Required) Experience And Qualifications

Project Management qualifications
Bachelor Degree or equivalent

Physical Demand & Work Environment

Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Project Coordinator II