Operations Support Project Coordinator II

As an Operations Support Project Coordinator/Back-Up Team Lead, you will play a critical role in managing a high volume of daily tickets and collaborating with cross-functional teams to ensure seamless operations. Your primary focus will be on managing and triaging ticket queues while coordinating with stakeholders, including smart/remote-hands, IT infrastructure providers, and internal teams. When the Team Lead is unavailable, you will also act as the back-up Team Lead.

Key responsibilities include:

• 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.

If you have experience or interest in working with people, managing high-velocity support tickets, coordinating with multiple teams, and developing logistics expertise, we encourage you to apply. Periodic weekend and holiday rotations are required, including coverage for employees on leave or PTO.

• 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.

• Bachelor's or Master's Degree from reputable university

• Curiosity to learn new things, including AI applications and process optimization.

• Interest in analytics and data (Tableau, SQL).

• Project Management certification(s) or related coursework (optional).

• In-office, full-time position (5 days/week, 40 hours, overtime as needed).

• Sustainable daily commute required to Fremont, CA.

• Weekend and holiday rotations (pre-planned).

• Occasional overtime may be required based on business needs.

• Some late-night or early morning meetings are required on at least a weekly basis.

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 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