IT Operations Coordinator II

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