Operations Support Project Coordinator II

* Overseeing daily ticket queues across multiple coordinators, 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 improvement.* Building strong relationships with stakeholders to drive efficient operations.* Resolving complex problems and acting as a subject matter expert for all processes.* Spending approximately 80% of your time on ticket management (including complex cases), with the remainder focused on overseeing escalations and supporting Project Coordinators and global SDMs and staff PMs.* Close 350–550 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 resolve issues and ensure smooth operations.* Monitor the 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 professional rapport and decorum.* Determine root causes for tickets that miss key SLAs and update the ticketing system accordingly.* Develop documentation to ensure process adherence and support training across the team and with global counterparts.* Manage ACL databases, greenlisting for secure sites, and key internal tools to ensure data integrity.* Drive operational efficiencies through process improvement and innovation.* Open SEVs and escalation tasks to promptly address tooling or other process issues impacting operations.* 5-7+ years of experience in ticket/operations support, logistics, project coordination/management, or similar roles.* Proven leadership abilities.* 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.* Willingness to work weekend and holiday rotations, with a manageable commute.* Multi-year commitment to the role, personal and team training, and self-improvement.* *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.** 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 #J-18808-Ljbffr