Lead, Digital Workplace Intelligent Operations

Who are we?

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. 

A place where tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective.

Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. 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

This role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function. The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services. This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model.

Responsibilities

Operational Transformation & Automation

• Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model

• Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling

• Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability

• Simplify operational processes to improve service reliability and efficiency

• Establish practices that support faster issue detection, resolution, and prevention

• Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues

• Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention

• Enable self-service capabilities that empower employees to resolve common issues independently

• Partner with engineering teams to embed automation into workplace platforms and services

Modernizing Digital Workplace Operations

• Champion modern operations practices across the Digital Workplace organization

• Drive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs

• Analyze existing operational workflows to surface inefficiencies, delays, and improvement opportunities

• Implement standardized, repeatable processes that enable automation and scalability

• Define and track operational metrics that measure service performance, automation adoption, and efficiency

• Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly

• Promote faster feedback loops and iterative improvement to continuously enhance service quality and experience

Qualifications

Digital Workplace Platform Knowledge

• Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent

• Familiarity with enterprise IT service management platforms such as ServiceNow

• Solid understanding of digital workplace operations and endpoint lifecycle management

Endpoint Telemetry & Experience Monitoring

• Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar

• Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities

Operational Analytics

• Ability to analyze operational data and incident trends to identify reliability risks and drive improvements

• Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives

Preferred Skills & Experience

• Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms

• Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction

• Familiarity with enterprise automation frameworks or orchestration tools

• Familiarity with Agile or Agile Swarming methodologies

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

United States -