Technical Project Manager — Datacenter Services (24/7 Remote)

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 isnota 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 aproject 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 DoReceive 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 instructionsTrack SLA windows per ticket and per client — you own the clockCommunicate status updates to clients while work is in progressCoordinate directly with facility operators at all 24 locations worldwideSubmit a shift handover report at the end of every shift — nothing gets lost between coverage windowsEscalate P1 incidents to the CEO with a clear situation summary within 15 minutesSpot commercial opportunities during operational interactions (upsells, cross-sells, service expansions)Maintain and improve our operational processes, SOPs, and runbooksManage multiple concurrent projects across different facilities and time zonesYour 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 windowShift handover report: Submitted every shift end, posted in the ops handover channelSLA compliance rate: 98%+ monthlyCommercial opportunities flagged: 3+ per weekCompensation and TermsMonthly retainer: EUR 1,000–1,500 depending on experienceArrangement: Freelance / Contractor — you invoice us monthlyHours: Full-time, 40 hours/weekTime tracking: Hubstaff is required for all team members — this is how hours are verified for billingPerformance 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 monthPreferred 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 HireApplication review — We review every application within 1–2 business daysInitial 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 clientDecision — Within 1 week of completing the trial taskWhy 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.Requirements2+ years of experience in a datacenter, MSP, NOC, or technical operations environment — this is non-negotiableStrong 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 intelligentlyHands‐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 APACAbility to track multiple concurrent projects and open tickets without dropping the ballCommercially aware — you can spot revenue opportunities during operational interactionsComfortable handling escalations and staying calm when a client reports a production incidentNice to HavesExperience with DCIM tools (datacenter infrastructure management)Familiarity with cPanel/WHM or server management panelsITIL Foundation certificationPMP or other project management certificationExperience writing runbooks or SOPs for operational processesPrevious experience managing or mentoring a small team#J-18808-Ljbffr