Operations Information Request Analyst (OIRT)

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