Manager, Operations Information Request Team

Job Summary 

The Operations Information Request Team provides support for external customer requests for Data Center facilities questions, Equinix policies and procedures, vendor onboarding and risk-related due diligence assessments 

The OIRT Manager role requires extensive industry knowledge related to Operations policies and procedures at Equinix. This role supports the entire team by providing leadership and direction on case handling, escalations, training, and personnel support. This position requires a strong work ethic and a willingness to go above and beyond to ensure the team's success, which in turn drives individual success. The OIRT Manager will also have several team members reporting directly to him/her and will be responsible for mentoring, managing day-to-day activities, and other managerial tasks, including GPS reviews and 1:1s.  

Occasional support for the EOC/OIRT leadership includes coverage for PTO as acting manager, creating and delivering presentations, and participating in various meetings on behalf of the department as requested.  The Manager will also be responsible for documenting existing metrics and reporting, leading projects assigned as an individual contributor, and/or overseeing projects assigned to their direct reports.  

The Manager is responsible for supporting analysts as the escalation path to internal departments, as needed. At times, the manager will assist with quality reviews of the assigned team members' cases before releasing them to the requester and support triage and case assignment as backup.  

Responsibilities

• Compiles and curates team reporting to provide metrics and analysis based on specific criteria on a regular cadence 

• Documenting areas of improvement to gain efficiency for creating new and revising existing team processes with suggestions to implement and a resolution plan for any ongoing areas of opportunity

• Oversees the team’s workload and provides support, direction and an escalation path to ensure SLO’s are met  

• Provides leadership and direction for direct reports 

• The selected candidate has a mindset that reflects a sense of urgency to proactively contact other departmental SME’s or management on behalf of the team to eliminate roadblocks to the timely completion of cases

• Responsible for ensuring team members are following our processes for case closure to ensure the accuracy of the team's reporting on a weekly basis

• Lead team meetings providing knowledge sharing, team training and information updates 

• Meet with other departments to train teams on the overall support process and clarify which document types are supported by the team

• Escalate to leadership when necessary to facilitate a timely response and raise visibility into an area of concern 

• Establish, maintain and develop strong working relationships globally with internal stakeholders in support of our external customers (e.g. Sales, Marketing, Client Services, Product, Legal and Operations)

• Perform other duties as assigned based on business needs, including special projects  

• Assists with new hire selection and interviews and provides support and direction for onboarding training 

• Acting as a backup for the triage and assignment of incoming SFDC cases following the documented triage and assignment process as needed

• Complete cases when the departmental workload dictates

Qualifications 

• A bachelor’s degree in business information systems, engineering, business administration, or a related field, or an equivalent combination of education and experience 

• A minimum of 3-5 years of relevant work experience in technical support, operational management, business analysis and management of cross-functional projects 

• Excellent time management skills and the ability to constantly manage priorities 

• General knowledge of operational processes in a global company 

• Good interpersonal and teaming skills with sensitivity to a global audience 

• Excellent communication skills (verbal and written) 

• Ability to forge and maintain relationships across all levels of the organization 

• High attention to detail and a strong commitment to quality control 

• Agile learning ability 

• Strong customer focus 

Demonstrated ability to: 

• Apply sound judgment in highly ambiguous situations and unstructured environments with little oversight 

• Make decisions independently and prioritize/re-prioritize in a fast-paced environment, escalating as appropriate 

• Drive schedules and deliverables through influence and leadership 

• Work effectively in a highly matrixed, cross-functional, culturally diverse and global environment 

• Proficiency with SFDC and Microsoft Office products and other Equinix applications