Manager, Equinix Operations Center

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

 

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. 

Manager, Equinix Operations Center

Job Summary

The Operations Monitoring and Communication Manager leads a team of Equinix Operation Center (EOC) specialists to support Equinix's global Service Management capability. This role is based in Warsaw, Poland, and requires on-site leadership within the Warsaw Equinix Operations Center. The primary focus of this role is to manage all Incident and Event management processes across EMEA International Business Exchange (IBX) sites. The successful candidate will develop strong partnerships with site operations personnel.

Responsibilities

• Implement Equinix's future-state Service Management capabilities

• Engage with the operational owners of Equinix data centers

• Maintain a business mindset and methodology through training, coaching, and mentoring

• Provide guidance and coaching to EOC supervisors and direct report IC employees

• Serve as a point of escalation for all EOC Specialists

• Facilitate discussions and drive resolution where disagreement exists, escalating where necessary

• Lead the EMEA EOC to meet and exceed Key Performance Indicators

• Lead the EMEA EOC to meet Objectives and Key Results (OKR)

• Work with peers across Equinix to drive cross-functional improvements

• Identify process gaps and issues and drive areas for improvement

• Regularly present to cross-functional teams to achieve set objectives

• Provide support and recommend appropriate, timely, and necessary improvements or enhancements to the site operations team in pursuit of KPI and OKR objectives

• Responsible for weekly, monthly, and ad hoc reporting for executive management

• Present at monthly and quarterly operations review meetings

• Deliver all-hands presentations quarterly to existing EMEA employees

• Participate in EMEA-specific incident bridges, leading the EMEA EOC during the bridge calls

• Ensure that the EMEA EOC adheres to global EOC process standards

• Successfully operationalize incident event management processes for new and acquired IBXs

• Ensure EMEA EOC specialists are upskilled to meet the accreditation testing skills assessment

• Responsible for writing reviews and providing regular feedback to EMEA EOC team members

• Responsible for delivering against scope, schedule, and budget on various assigned projects

• Regularly attend project reviews and communicate project status

• Identify and manage risks and issues, recommending suitable mitigation plans

Qualifications

• Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm

• Builds an environment that emphasizes taking initiative and acting quickly

• Builds partnerships and works collaboratively with others to meet shared objectives.

• Creates a climate where people communicate fearlessly

• Holds self and others accountable to meet commitments

• Operates effectively, even when things are uncertain or the way forward is unclear

• Applies understanding of cultural differences to create value for the organization

• Sets high standards of excellence and values disciplined execution

• Fosters creativity and experiments, fails fast and learns quickly

• Skilled at managing complex escalations with leadership

• Ability to inspire behavior change in a highly matrixed environment

• Focuses on execution and impact through clear goals, plans, and accountability

• Skilled at communicating complex concepts in an easy-to-understand way

• Familiarity with data center equipment, architecture, and systems is highly desired