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A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

The requirements of this role within the EOC SSM & PIR team plays a critical role in delivering high-quality, timely, and customer-facing Post Incident Reports (PIRs) as part of the incident management process. This position is responsible for the creation, coordination, workflow management, approval, and delivery of PIR documentation for both internal and external customers. 

Maintaining the integrity of PIR operational procedures is essential to this role. The Business Analyst must possess deep knowledge of data center infrastructure, root cause analysis (RCA), and corrective action documentation to ensure accuracy and clarity in reporting. 

This role requires close collaboration with internal teams across EOC, Data Center Operations, Problem Management, and the Customer Success organization to produce industry-leading PIR documentation. Additionally, the Business Analyst will drive standardized communication, improve documentation quality, and enhance customer experience across regions. 

 

About the team & mission 

The mission of the EOC is to provide customers with proactive monitoring, incident, security and event management with speed, quality, and transparency.  It oversees ongoing Data Center site monitoring worldwide and ensures prompt communication about any incidents that occur.

 

Responsibilities 

• Prepare and deliver Post Incident Reports for customer-facing communications associated with various incident priorities, ensuring inclusion of the details of the incident, Root Cause Analysis (RCAs), event timelines, corrective actions, and customer impact, in accordance with established EOC standards

• Draft, review, and maintain EOC process/procedure documentation supporting all EOC process disciplines.  This role will be responsible for delivering processes that augment the existing process lifecycle model

• Perform Quality Assessment performing quality control checks improving incident management quality and track related metrics to drive improvements

• Create multimodal content (e.g., workflows, process schematics, internal process library articles, instructional videos) that simplifies complex EOC processes for internal audiences

• Support training & enablement initiatives (e.g., curriculum and documentation for agent development) in partnership with Training & Development leadership

• Maintain records and style guides; edit written materials for clarity, consistency, and compliance; keep current on tools and best practices

• Contribute to application/knowledge improvements (e.g., submitting enterprise application enhancement requests)

• Support a 24×7 Operational Environment: Ensure documentation timelines and handoffs are aligned with global monitoring and incident workflows, providing continuity and clarity for teams operating around the clock

 

Qualifications 

Required 

• Proven years in technical writing, documentation, or knowledge management for operations, support, or incident response environments

• Demonstrated ability to translate complex technical/operational topics into concise, customer-ready content

• Exceptional English Language Proficiency: Ability to communicate clearly and confidently in English (minimum CEFR B2 First level), both in writing and speaking

• Proficiency with documentation tools (Microsoft 365/SharePoint/OneDrive), structured templates, and version control

• Strong collaboration skills with cross functional, global teams; comfort in fastmoving, 24×7 environments

• Experience in identifying and eliminating service impacting root cause items through clearly defined corrective actions leveraging industry methodologies like “5 whys” of “Fishbone diagrams”

Preferred 

• Experience producing PIR or similar incident communication deliverables in a global operations center

• Familiarity with EOC and Data Center Operations interfaces and workflows

• Exposure to service management platforms (e.g., ServiceNow/ESH), process library governance, and content lifecycle audits

• Experience creating video-based instructions and processing visuals for internal enablement

• Knowledge of ITIL process framework and disciplines including Event, Incident and Problem Management

 

What success looks like (first 6–12 months) 

• Ontime PIR publication with zero factual inaccuracies and measurable improvements in readability/consistency

• Standardized process library articles for priority EOC workflows, with adoption confirmed by agent feedback and QC metrics

 

Working conditions 

• Operates within a global, multiregional 24×7×365 environment; may coordinate documentation handoffs across time zones to meet customer SLAs

The targeted pay range for this position in the following location is / locations are:

Poland - Warsaw Office WAO : 109,000 - 175,000 PLN / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

Core Benefits - Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement. Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on. Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in. Other Benefits and Perks - Employees have the option to select and use from a wide range of other benefits including: Annual Leaves, Flex Wallet (flexible spending account), Multi-sport Card, Lunch Pass Card, Discount Portal, statutory allowances and reimbursements (remote working, corrective glasses reimbursement), and paid and unpaid leaves in line with local market practices and regulatory requirements. More details on eligibility and rules for leaves are in Equinix's HR policies. Eligibility and contribution requirements apply to some benefits, in line with company policy. Benefits are subject to specific plan/program or insurer terms and conditions, including changes at Equinix's discretion. Equinix will be compliant will regulatory requirements on benefits and leaves.

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.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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