Technical Project Manager — Datacenter Services; 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.

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.

• 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

• 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

• 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

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.

• 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…