Operations Support Project Coordinator II

What this Job Entails:

As an Operations Support Project Coordinator, 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 350-500 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:

• 2-4 years minimum of experience in ticket/operations support, logistics, project coordination/management, or similar

• Proficiency in Microsoft Excel and 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

Preferred Qualifications:

• Bachelors 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)

• A sustainable commute is important

• Weekend and holiday rotations (pre-planned)

• Occasional overtime may be required based on business need

Salary Range

• 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 b enefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• 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

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, 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 fringe benefits required under state and federal law