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

This is the most important hire we are making right now. Currently, our CEO handles all datacenter operations personally: ticket triage, Smart Hands dispatch, SLA tracking, technician coordination, client status updates, and spotting upsell opportunities. That needs to change so the company can grow. You are the person who takes that over. This is not a passive "monitor the dashboard" role. You will be the first point of contact for every operational request — from a Smart Hands dispatch at a facility in Singapore to an emergency remote hands call from a client in Germany. You need to be fast, precise, technically competent, and calm under pressure. What sets you apart from a typical operations coordinator: you think like a project manager with a sales mindset . 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. When a facility reports available capacity, you flag it for the sales team. You are organized, proactive, and commercially aware.

What You’ll Do

Receive and triage incoming service requests (Smart Hands, Remote Hands, emergency incidents)
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 all 24 locations worldwide
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
Manage multiple concurrent projects across different facilities and time zones

Your KPIs (You Will Be Evaluated on These from Day 31)

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

Preferred Locations

This is a remote, 24/7 shift-based role. We are hiring from: Philippines, Romania, Bulgaria, Poland, Serbia, Ukraine, South Africa, Kenya, Tunisia, Colombia, Argentina, Mexico, Brazil . You must be available to work rotating shifts covering global operations around the clock.

How We Hire

Application review — We review every application within 1–2 business days
Initial video call with Michel (CEO) — 30 minutes. We want to hear about your experience and how you handle real-world scenarios.
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.
Reference check — One call with a previous employer or client
Decision — Within 1 week of completing the trial task

Why This Role Matters

You will be the first person to handle operations so Michel can focus on growing the business. You are not just filling a role — you are building a department. Within 6 months, if you perform well, you will help hire and train a second PM and begin building a structured 24/7 operations team. If you have a background in DC operations, NOC management, or technical project management and want a role where your work has direct impact on a growing global company, 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 — this is non-negotiable
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 — enough to triage issues intelligently
Hands‑on experience with ticket triage and helpdesk operations (Freshdesk, ServiceNow, Jira Service Desk, Zendesk — any enterprise helpdesk)
Fluent written and spoken English — you will communicate with clients in Europe, North America, and APAC
Ability to track multiple concurrent projects and open tickets without dropping the ball
Commercially aware — you can spot revenue opportunities during operational interactions
Comfortable handling escalations and staying calm when a client reports a production incident

Nice to Haves

Experience with DCIM tools (datacenter infrastructure management)
Familiarity with cPanel/WHM or server management panels
ITIL Foundation certification
PMP or other project management certification
Experience writing runbooks or SOPs for operational processes
Previous experience managing or mentoring a small team

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