Operations Coordinator — Datacenter Services (APAC Timezone)

Reboot Monkey, a global datacenter services provider headquartered in Haarlem, Netherlands, operates 24 green-powered facilities across six continents. We offer colocation, IP transit, smart hands, remote hands, and managed datacenter services to clients worldwide. As a lean, remote-first team, we are building the infrastructure backbone of the internet. We are seeking a highly motivated Operations Coordinator to take over datacenter operations currently managed by the CEO. This critical role requires someone proactive and detail-oriented to manage ticket triage, technician dispatch, SLA tracking, and client communications, enabling the company to scale effectively.

Key Responsibilities
- Receive and triage incoming service requests including Smart Hands, Remote Hands, and emergency incidents.
- Dispatch field technicians from our global datacenter pool to the appropriate facility with clear instructions.
- Track SLA windows per ticket and client, ensuring timely resolution and ownership of the clock.
- Provide regular status updates to clients while work is in progress.
- Maintain and manage the ticketing system (Freshdesk).
- Coordinate directly with facility operators across all 24 locations.
- Submit detailed shift handover reports at the end of each shift.
- Escalate Priority 1 (P1) incidents to the CEO within 15 minutes, providing a clear and concise situation summary.

You will be evaluated on key performance indicators including P1 ticket response time (15 minutes or less after the first 30 days), P2 ticket response time (2 hours or less after the first 30 days), dispatch completion rate (95%+ tickets closed within SLA), consistent submission of shift handover reports, and maintaining SLA compliance above 98% monthly. Precision and reliability in meeting these standards are essential, as missed SLAs can result in client loss.

Required Qualifications
- Minimum of 2 years’ experience in a datacenter, MSP, or NOC environment is mandatory.
- Hands-on experience with ticket triage and helpdesk operations using tools such as ServiceNow, Jira Service Desk, Freshdesk, or Zendesk.
- Fluent written and spoken English communication skills.
- Availability to work during local business hours within the UTC+5 to UTC+8 time zone.
- Ability to handle escalations calmly and effectively under pressure.
- Strong multitasking skills to manage multiple open tickets simultaneously.

Preferred Qualifications and Benefits
- Familiarity with DCIM (Datacenter Infrastructure Management) tools.
- Experience with cPanel/WHM or similar hosting control panels.
- Basic networking knowledge including BGP, DNS, and IP routing.
- ITIL Foundation certification.
- Experience in writing runbooks or standard operating procedures (SOPs).

Compensation and Terms
This is a freelance/contractor position with a monthly retainer ranging from EUR 1,000 to 1,200, depending on experience. The role requires full-time commitment (40 hours per week), with hours tracked via Hubstaff. Performance reviews occur biweekly during the first three months, then monthly thereafter. Payments are made monthly on the 5th.

Timezone Requirement
Candidates must be based in the UTC+5 to UTC+8 time zone (e.g., Pakistan, India, Philippines, Malaysia) to ensure overlap with European business hours (9 AM–1 PM CET) and coverage of APAC client activity. This is a strict requirement.

Hiring Process
The selection process includes an application review within 1–2 business days, a 30-minute video interview with the CEO, a paid trial task simulating SLA management with mock tickets, a reference check, and a final decision within one week of the trial.

This role is pivotal to our growth, as you will be the first dedicated operations coordinator, enabling the CEO to focus on scaling the business. Within six months, you will have the opportunity to help build and lead a structured operations team by hiring and training additional coordinators.

Applicants should submit their CV along with a brief note outlining their datacenter or NOC experience and availability to start.