The posting
The IT Operations/Project Coordinator will facilitate and coordinate multiple cross-functional teams to carry out day-to-day operations. The role involves coordination and liaising with multiple teams, OEM vendors, Smart/Remote Hands, Colo and facility providers. Tasks may vary in number, size, and complexity. The candidate should be able to demonstrate experience and expertise in Colo/DC/POP site access, Smart Hands requests, RMAs, inventory, audits, and similar data center logistics activities.
The role will also be responsible for coordinating and managing environmental and facility-related alarm/ issues, including monitoring and coordinating responses to environmental conditions such as temperature, humidity, and other environmental parameters, working closely with Colo and Smart Hands providers to investigate, escalate, and drive issues through to resolution while ensuring compliance with agreed operational and contractual requirements.
Responsibilities
- Monitor and manage the ticketing system, proactively driving tickets, requests, and operational issues to resolution within agreed SLAs, while prioritizing based on urgency, business impact, and severity.
- Monitor and coordinate environmental and facility-related alerts/issues, including temperature, humidity, and other relevant data center conditions, ensuring issues are investigated and resolved within agreed thresholds and SLAs.
- Assess environmental and facility-related alerts and incidents to determine whether issues are localized or may indicate a wider site or facility-level impact, escalating appropriately when required.
- Coordinate with Colo and turnkey vendors and Smart Hands technicians to investigate and resolve operational, environmental, and facility-related issues, ensuring the right resources are available and actions are completed.
- Manage vendor escalations and compliance, working with Colo and turnkey providers to address SLA risks, environmental conditions, service issues, and contractual requirements through to resolution.
- Create and manage SEVs and support major incident/outage coordination when required, mobilizing appropriate vendors, Smart Hands, and cross-functional resources and maintaining effective communication throughout the event.
- Coordinate data center site activities, including Smart Hands requests, technician scheduling, site access, visitor arrangements, and inbound/outbound shipments.
- Coordinate hardware RMA activities with hardware vendors and data center facilities, tracking shipments and associated requests through to completion.
- Track in-flight requests and provide timely status updates, maintaining accurate records of tickets, vendor interactions, site activities, escalations, environmental issues, and shipments.
- Collaborate with regional teams and coordinators to progress requests end-to-end and ensure effective shift handovers and continuous 24/7 follow-the-sun operational coverage.
- Identify recurring operational, environmental, and facility-related issues, working with vendors and cross-functional teams to identify root causes and drive permanent corrective actions.
- Identify process gaps and opportunities for improvement, recommending enhancements to workflows, tooling, automation, monitoring, escalation processes, and vendor operations.
- Develop and maintain operational documentation, including runbooks, SOPs, knowledge-base articles, and incident procedures for recurring workflows and operational scenarios.
- Participate in client meetings and cross-functional discussions, communicating effectively with regional teams, vendors, and stakeholders across multiple time zones.
- Work independently in a fast-paced 24/7 environment, effectively prioritizing competing requirements, maintaining strong attention to detail, cross-training on regional processes, and performing other duties as required.
Required Qualifications/Skills:
- 3–5 years of experience in service coordination, project coordination, IT operations, data center operations or a similar operational environment
- Strong ticket and incident management skills with the ability to prioritize multiple concurrent activities.
- Understanding of data center operations and the importance of environmental, facility, security, and access controls.
- Experience coordinating third-party vendors, Smart Hands, field technicians, or on-site technical resources.
- Experience working with SLAs, escalations, incident severity, and operational handovers.
- Excellent communication skills, both verbal and written
Preferred (but not required) experience and qualifications:
- Experience working directly with Colo providers or data center facilities.
- Experience with environmental monitoring or data center facility conditions such as temperature, humidity, airflow, or related environmental parameters.
- CCNA, Network+, Data Center or Equivalent Certifications.
