Operations Coordinator — Datacenter Services (Americas Timezone)

About Reboot Monkey

Reboot Monkey is a global datacenter services provider headquartered in Haarlem, Netherlands, operating 24 green-powered facilities across 6 continents . We deliver colocation, IP transit, smart hands, remote hands, and managed datacenter services to clients worldwide.

We are a lean, remote-first team building the infrastructure backbone of the internet. Our clients range from hyperscalers and carriers to enterprises and startups who need reliable, fast datacenter operations — 24 hours a day, 7 days a week.

About the Role

Reboot Monkey operates 24 datacenter facilities across 6 continents, serving clients around the clock. As Operations Coordinator for the Americas — covering North America, Central America, and South America , you are the first point of contact for every operational request during your coverage window — from a Smart Hands dispatch to an emergency remote hands call.

You need to be fast, precise, technically competent, and calm under pressure. You receive and triage incoming service requests, dispatch field technicians from our global DCT pool, track SLA windows, and communicate status updates to clients. You don't just close tickets — you spot opportunities. When a client asks for a simple cable swap, you notice they could benefit from a cross-connect optimization. You are organized, proactive, and commercially aware.

What You'll Do

• Receive and triage incoming service requests (Smart Hands, Remote Hands, emergency incidents) during your Americas coverage window

• Dispatch field technicians from our global DCT pool to the correct facility with the correct instructions

• Track SLA windows per ticket and per client — you own the clock

• Communicate status updates to clients while work is in progress

• Coordinate directly with facility operators at our locations in your coverage region

• Submit a shift handover report at the end of every shift — nothing gets lost between coverage windows

• Escalate P1 incidents to the CEO with a clear situation summary within 15 minutes

• Spot commercial opportunities during operational interactions (upsells, cross-sells, service expansions)

• Maintain and improve our operational processes, SOPs, and runbooks

Your KPIs

• P1 ticket response time: 15 minutes or less (first 30 days: 30 minutes)

• P2 ticket response time: 2 hours or less (first 30 days: 4 hours)

• Dispatch completion rate: 95%+ of tickets closed within the contracted SLA window

• Shift handover report: Submitted every shift end, posted in the ops handover channel

• SLA compliance rate: 98%+ monthly

• Commercial opportunities flagged: 3+ per week

Compensation and Terms

• Monthly retainer: EUR 1,000–1,500 depending on experience

• Arrangement: Freelance / Contractor — you invoice us monthly

• Hours: Full-time, 40 hours/week

• Time tracking: Hubstaff is required for all team members — this is how hours are verified for billing

• Performance reviews: Every 2 weeks for the first 3 months, then monthly. KPIs are shared upfront — no surprises.

• Payment: Monthly, on the 5th of each month for the previous month

We are a growing company building our team. This is an early-stage hire — you will have real ownership and direct impact. You are not slotting into a legacy process; you are building the operational foundation of a global company.

Preferred Locations

This is a remote role. We are hiring from: Romania, Bulgaria, Poland, Serbia, Georgia, Ukraine, Morocco, Tunisia, Colombia, Argentina, Philippines, Mexico, Brazil .

Candidates from other locations with relevant experience are also welcome to apply.

How We Hire

1. Application review — We review every application within 1–2 business days

2. Initial video call with Michel (CEO) — 30 minutes. We want to hear about your experience and how you handle real-world scenarios.

3. Paid trial task — A 4–8 hour SLA simulation exercise: you receive 5 mock support tickets at varying priority levels and must triage, draft client responses, create a dispatch plan, and identify any commercial opportunities. Compensated at EUR 50–100 depending on scope.

4. Reference check — One call with a previous employer or client

5. Decision — Within 1 week of completing the trial task

Our hiring process includes a paid trial task because we want to evaluate real work, not just interview performance. It also gives you a chance to see whether this role is the right fit for you.

Why This Role Matters

You are the operational backbone of Reboot Monkey during your coverage window. Every client interaction during your shift is your responsibility. A missed SLA can lose a client — that is the standard of precision this role requires.

If you have a background in DC operations, NOC management, or technical operations coordination and want a role where your work has direct impact, we want to talk.

Apply with: Your CV, a brief note on your DC/technical operations experience, and your availability to start.

Requirements

• 2+ years of experience in a datacenter, MSP, NOC, or technical operations environment

• Strong understanding of datacenter hardware: servers, switches, patch panels, PDUs, cabling (copper and fiber)

• Working knowledge of networking fundamentals: IP addressing, DNS, BGP basics, traceroutes

• Hands-on experience with ticket triage and helpdesk operations (Freshdesk, ServiceNow, Jira Service Desk, Zendesk — any enterprise helpdesk)

• Fluent written and spoken English

• Ability to track multiple concurrent tickets without dropping the ball

• Commercially aware — you can spot revenue opportunities during operational interactions

• Comfortable handling escalations and staying calm under pressure

Nice to Haves

• Experience with DCIM tools (datacenter infrastructure management)

• ITIL Foundation certification

• Experience writing runbooks or SOPs for operational processes

• Previous experience in a 24/7 operations or shift-based environment