Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.
Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Job Summary: In this customer-facing role, you will lead incident monitoring & management our global data center operations team with a focus on internal customer experience. This high visibility role will have a direct impact on our employees and customers.
Leads the Centralized Event Monitoring and Equinix Operations Center Teams globally
Established policies and strategy for event monitoring and incident management globally
Create globally consistent processes that also support regional requirements.
Develop a globally consistent new-hire training program.
Manage Objectives & Key Results (OKRs) to track progress, create alignment, and encourage engagement around measurable goals.
Direct reports include senior managers, managers, and supervisors across all regions
Work with the Operational Leadership from each region to provide consistent incident management.
Build an internal network that helps to continuously identify and connect with cross-functional stakeholders; negotiate solutions that consider enterprise-wide impacts
Support the regional SVPs/VPs from each region with on-going incident management feedback and improvements.
Track, expand and improve remote alarm monitoring capabilities, and security where applicable. Track current sites and remote monitoring capabilities by site and region.
Partner with IT, Product Management and other internal stakeholders to ensure continued program rollout.
Partner with Global Customer Care & Experience team in support of current & future initiatives.
Advocate for and champion changes that will provide a better customer experience.
Work to continually improve the customer communication platforms (e.g., Remedy, Marketo, SFDC, etc.).
Develop a single platform (set of tools) for all Equinix Operations Centers."
Bachelor's degree or comparable education and experience
Expertise in Incident Management & Monitoring within data center or similar critical facility environment
Deep experience leading large globally dispersed teams through times of growth and transformation
Be a change agent who can balance driving execution with encouraging others to challenge the status quo
A talent ambassador who networks to attract, develop and retain new kinds of talent to meet strategic objectives
The ability to translates strategy from senior level leaders into clear goals, actions, and objectives and communicates these to the team
Travel: 20 – 40% including international
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
Visit our Career page here to understand about Equinix COVID-19 Vaccine Policy.
Equal Employment Opportunity:
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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Please click here to see our EEO Policy Statement.
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