Operations Information Request Analyst 

The Operations Information Request Analyst (OIRA) is an operations role responsible for completing detailed customer requests on operations policies, procedures, audit questionnaires and supplier onboarding. The OIRA is a member of a larger team with the mission to provide detailed, accurate and timely information while managing the lifecycle of multiple requests from beginning to end. 

Responsibilities 

• Follow the Operations Information Request Management process: 

• Conduct a thorough review of incoming requests assigned 

• Communicate and collaborate with team members as needed to determine the best course of action and provide a response that meets our customers’ needs 

• Utilize the content repository and other approved resources to complete requests  

• Manage the lifecycle of requests from beginning to end and meet the applicable response service level objective (SLO) 

• Escalate when necessary to ensure a timely response 

• Ensure response documentation is complete, current, and stored appropriately 

• Assist with continual content repository improvements by submitting new content for future use 

• Establish, maintain and develop strong working relationships globally with stakeholders in support of our external customers (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 team in participating in projects as needed 

• Perform other duties as assigned based on business needs and the skills and capabilities of the individual 

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 

• Overall knowledge of operations policies and procedures, BC/DR, InfoSec policies, physical security, industry certifications and data center design 

• Experience in or solid knowledge of the data center colocation industry  

• 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: 

• Utilize business writing skills to provide concise responses to highly technical requests 

• Display strong project and time management skills to ensure service level objectives are met and can prioritize/re-prioritize in a fast-paced environment, escalating as appropriate 

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

• Proficiency with Salesforce, Responsive and Microsoft Office products such as Outlook, Word, Excel, and PowerPoint 

Equinix is an equal opportunity employer. All applicants will be considered for employment regardless of race, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, date of birth, sexual orientation, gender identity or expression, marital status, age, veteran or military status, physical or mental disability, genetic information, political or organizational affiliation, or status as a victim or family member of a victim of crime or abuse, or any other status or condition by applicable laws.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.