What this Job Entails:
The IT Operations 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, 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:
Coordinate with OEM vendors and internal teams to manage the return and replacement of faulty hardware components, ensuring timely resolution and minimal disruption to operations.
Act as the primary point of contact for OEM escalations, overseeing the end-to-end RMA (Return Material Authorization) process and maintaining strong vendor relationships.
Maintain detailed documentation of all RMA activities, vendor interactions, and issue resolutions to support audits and continuous improvement.
Work closely with the Facility providers and Smart Hands to drive the issues.
Assists with daily monitoring of the ticketing system and resolving them under defined SLA
Collaborate with Coordinators in the other regions, for smooth start/end of shift handover, to ensure a 24/7 follow the sun service.
Collaborates with various regional teams for ticket resolution.
Assists with identifying trends or recurring problems and escalates to team lead for resolution.
Continuous process improvement, updating documentation on process and procedures and introducing innovative ideas to improve service and efficiency
Assists with identifying and collaborating on new process improvement opportunities.
Communicate effectively, maintain and establish a good rapport team and client.
Assist with maintaining and monitoring ad-hoc project plans/schedules, work hours and expenditures.
Attending and participating in client meetings as required.
Works closely with SDMs/Project Managers to understand and maintain focus on their analytical needs, including assisting with identifying critical metrics and KPIs, and delivering actionable insights to relevant decision-makers.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
2 - 4 years of work experience in logistics or project coordination/management
Familiarity with Microsoft Excel and 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
