Senior Manager, Data Center Customer Operations

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.  

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: Sr. Manager of Data Center Customer Operations in a multi-site 24/7/365 critical facility environment.  This includes being an ambassador for Equinix culture and values: Serve Others; Open your mind; Open your heart; Keep your promises; Be an energy supplier; Find a better way; Keep growing; Put we before me, and Speak up, Step up. 

Responsibilities

• Lead, mentor and guide a team of 24/7/365 skilled Critical Facility customer-facing professionals, including supervisors and managers 

• Be a team champion who drives team engagement 

• Internal and external customer engagement across functions and levels 

• Leads the troubleshooting and fault resolution of complex faults by investigating the issue, identifying the cause and implementing the required fix 

• Summarizes the findings during the troubleshooting and produces Incident Reports for the customer 

• Implements new strategies to prevent potential problems 

• Supervises site implementation surveys, cost estimates to sales and installation of new cables 

• Ensures that installations are performed according to company standards and policies 

• Manages, briefs, and instructs vendors for installation, testing, and labeling 

• Coordinates procurement of vendors 

• Oversees the maintenance of Data Center equipment and ensures that standards are met 

• Manages complex projects multi-departmental (i.e., determines project budget and scope) and designates work to team 

Qualifications

• Extensive experience managing and mentoring skilled professionals in a 24/7/365 critical facility environment. Including managing team members across multiple sites and leading managers with direct reports

• Able to respond under pressure and meet strict deadlines 

• Ablet to conduct root cause analysis investigations  

• Ability to navigate complex and ambiguous situations to make high-quality decisions in a timely manner 

• Experience managing vendor relationships 

• Ability to manage change and influence cross-functionally 

• Knowledge of EHS compliance requirements and working through audits 

• Familiar with network and equipment platforms, systems, and circuits including fiber terminations 

• A natural curiosity and strong troubleshooting skills 

• Experience working in a critical facility where failure is not an option

• Customer-facing experience including managing escalations 

• Previous experience in a Data Center or Critical facility environment is strongly preferred 

• Passion for quality and customer satisfaction 

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.

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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.