What this Job Entails:
As a Project Coordinator (Operations Support), you will play a critical role in managing a high volume of daily tickets, and collaborating with cross-functional teams to ensure seamless day-to-day operations. Your primary focus will be on managing your ticket queue while coordinating and liaising with multiple stakeholders, including smart/remote-hands, IT-infrastructure facility providers, and internal teams. In this dynamic role, you will be responsible for:
- Managing a large volume of daily tickets, prioritizing tasks, and ensuring timely resolution
- Coordinating with various teams to facilitate Colo/DC/POP site access, smart hands requests, RMAs, inventory management, and audits
- Developing expertise in logistics processes and identifying opportunities for process improvements
- Building strong relationships with internal and external stakeholders to drive efficient operations
If you have experience or interest in managing high-velocity support tickets, coordinating with multiple teams, and developing expertise in logistics processes, we encourage you to apply for this exciting opportunity. Frequent weekend and holiday rotations are a job requirement.
Roles and Responsibilities:
- Transact/close 400-500 operations tickets per month, including site access requests, smart-hands, logistics, and RMAs
- Collaborate with facility providers, Smart Hands, OEM hardware vendors, and regional teams to drive issue resolution and ensure smooth operations
- Monitor ticketing system, resolve cases within defined SLAs, and identify trends or recurring problems for escalation
- Apply Continuous Process Improvement techniques to update documentation, introduce innovative ideas, and improve service efficiency
- Communicate effectively with team members, clients, and stakeholders, maintaining a good rapport and professional decorum
Requirements:
- 0-3 years of experience in ticket/operations support, logistics, project coordination/management, or similar
- Proficiency in Google Suite
- Excellent communication, customer-service, and problem-solving skills
- Ability to work independently, multitask, and prioritize workload in a fast-paced environment
- Must be able to work weekend and holiday rotations, with a manageable commute
- Multi-year commitment to job, training, and self-improvement
- Ability to analyze thermal tickets for anomalies in environmental temperature and humidity in datacenters
Preferred Qualifications:
- Bachelor’s Degree or beyond
- Curiosity to learn new things, including AI applications and process optimization
- Interest in analytics and data
- Leadership potential
- Optional Project Management certification(s) or related course experience
Work Arrangement:
- In-office, full-time position (5 days/week, 40-hours/week)
- A sustainable commute is important
- Weekend and holiday rotations (pre-planned)
- Occasional overtime may be required based on business need
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
Salary Range
$36,100.00 - $57,000.00 USD (Salary)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees,including:
Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
Dental provided through UHC
Nationwide Vision provided by UHC
Flexible Spending Account for Health & Dependent Care
Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
Corporate Wellness Program provided by Goomi Group
Employee Assistance Program
Wellness Days
401k Plan
Basic and Supplemental Life Insurance
Short Term & Long Term Disability
Critical Illness, Critical Hospital, and Voluntary Accident Insurance
Tuition Reimbursement (available 6 months after start date, capped)
Paid Time Off (accrued and prorated, maximum of 120 hours annually)
Paid Holidays
Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law