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Operations Information Request Analyst (OIRT)

 

Operations Information Request Analyst (OIRT)

  • JR-126748
  • Miami
  • Tampa
  • Atlanta
  • London
  • Dallas
  • Frisco
  • Ashburn
  • Security, Risk and Business Continuity
  • Full time
Operations Information Request Analyst (OIRT)

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 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 27 countries spanning five continents.   

 

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.  

OIRT Analyst Job Description

The Operations Information Request Analyst (OIRT) is responsible for completing incoming requests from external customers which includes global data center (IBX) operations information and company policy details managing the lifecycle of the requests from beginning to end within a specific timeframe and with a high level of quality.

Responsibilities

  • Follow the Operations Information Request Management process:
    • Conduct a thorough review of incoming requests assigned by the Assistant Manager, Operations Information Request Team (OIRT)
    • Communicate and collaborate with multiple stakeholders to determine the best course of action and provide a response that meets customers’ needs
    • Utilize the content repository and other approved resources to complete requests and assign any unanswered items to the departmental SMEs
    • Manage the lifecycle of requests from beginning to end and adhere to the applicable response service level objective (SLO)
    • Escalate when necessary to ensure a timely response
    • Ensure response documentation is complete, current, and stored appropriately
  • Submit new content received from the SME community to the content management team to update to the source of truth repository
  • Establish, maintain and develop strong working relationships globally with stakeholders in the customer information process (e.g., Sales, Marketing, Client Services, Product, Legal and Operations) to maintain alignment and enhance the continued improvement in response quality and timeliness
  • Assist the OIRT team management in managing projects as needed
  • Perform other duties as assigned based on business needs and the skills and capabilities of the individual

Qualifications

  • The ideal candidate will have knowledge of data center infrastructure and the ability to review technical documentation such as building layouts and equipment configurations.
  • The ideal candidate will be in one of our major metros in close proximity to an Equinix office or IBX location to support the hybrid schedule for part time remote flexibility and in-person collaboration with co-workers.
  • 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
    • work, 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, Siebel and Microsoft Office products such as Outlook, Word, Excel, and PowerPoint

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more. 
 

For CO residents: In accordance with Colorado State Law (https://leg.colorado.gov/bills/sb19-085) the salary range for this role is $51K – $72K per year with 15% bonus target. 

 

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com.  Please provide your contact information and let us know how we can assist you. 

 

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. 

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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.

(US Applicants)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.