Project Coordinator II

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