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Astreya · 2 weeks ago

Operations Support Project Coordinator II

Fremont, CA

Full-time

Onsite

Senior Level

$21.27/hr - $33.58/hr

5+ years exp

Astreya is a company focused on providing operational support and project coordination. The Operations Support Project Coordinator II will manage daily ticket queues, collaborate with cross-functional teams, and act as a back-up Team Lead to ensure seamless operations.

ConsultingInformation TechnologyRecruiting

H1B Sponsor Likely

Responsibilities

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

Qualification

Ticket operations supportLogistics expertiseProject coordinationGoogle SuiteProblem-solvingCustomer serviceMultitaskingProcess improvementData analyticsCommunicationLeadership abilities

Required

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

Preferred

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)

Benefits

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

Company

Astreya

Glassdoor3.4

Astreya is an information technology (IT) services company, provides IT talent outsourcing and infrastructure services to enterprises.

Founded in 2001

Santa Clara, California, USA

1001-5000 employees

http://astreya.com

H1B Sponsorship

Astreya has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (13)

2024 (12)

2023 (7)

2022 (8)

2020 (3)