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 – Datacenter OperationsEquinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous 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 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six 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 SummaryAs a Manager, Datacentre Operations you will ensure the rendering of services to customers and the quality of building maintenance with the goal of maximum satisfaction and SLA fulfilment.ResponsibilitiesCustomer ServicesProvide daily support to customersConduct the necessary audits at site level so that the installations, support are provided in compliance with service commitments, customer expectations/requirementsAct as the 1st level of escalation for sales and customer issuesEnsure proper articulation between the role of Customer Success Managers and the Operations resources allocated to the site and the customers concernedInvest in pre-sales activity (participation in the development of installation services in the framework of contract finalisation, raising customer returns towards product managers and/or the sales force, etc.)Improve customer satisfaction by ensuring thatAll team members are fully trained and equipped to provide customer service excellenceThe escalation process for customer complaints is managed effectivelyOpportunities are explored for proactively interacting with customers to keep them updated and to identify areas for improvementService ProvisioningEnsure customers equipment, suites, cabinets, power and cable installations are installed according to specificationLiaise with internal resources and external 3rd parties for the fulfilment of the ordersLiaise positively and proactively with customers in order to resolve any issues and exceed their expectationsMake sure all information about the services provisioned is recorded and kept accurateEffectively manage the order management system and ensure that service provision is in line with SLAFacility ManagementImplement the preventive maintenance program for the site infrastructure with key suppliers and internal teamResolve specific findings by implementing improvement plansGuide the critical facilities team so that it can rectify any incident that occurs on the siteMonitor and measure site capacity and anticipate the impact of foreseeable customer needsOversee all the steps needed to improve PUE by taking action on the field and proposing any project that could drive efficiencyEnsure the Building Management Systems are monitored at all times and procedures are in place to act on any alarmCoordinate maintenance providers with other onsite activities and moratoriumsKeep the site statutory documentation up to date, namely permits, operations licenses and documentation about any legal requirements that should arise over timeTeam managementSupervise and coordinate staff activity, quality of their work and their attitude toward customers, third partiesEnsure that all staff are trained and competent to act and perform well in one’s roleProvide guidance, support, training and coaching, put in place development plans to ensure all staff in own team are focused on continuous improvementInventory and delivery managementContribute to the definition of stock (type, quantity, etc.)Be the guarantor of stock bookkeeping both on the customer operations and facilities management sides and conduct regular inventoriesEnsure all deliveries and consumables are accounted forQuality/SafetyPromote on the site all acquired / targeted ISO certifications, and any project to improve energy efficiency, give full support to quality approaches and optimisation of energy consumptionRelay the efforts of Equinix to meet legal obligations in terms of health and safety with the goal of strengthening the physical safety conditions to which any visitor/worker is entitled/must respect on the siteEnsure that the group’s directive on third party intervention conditions are applied properly so as to guarantee their safety, the safety of our people and the safety of our infrastructureQualificationsHigh school diploma preferably in Electrical/electronicsProven years of experience preferred in Data Center Facilities Management, focusing on production of data center physical services, under constraint of service commitments (SLAs) – even internal –, 24/7Clear understanding of the end to end delivery process of a Data Center service (rack, cage, power, cooling, cabling, networking)Fluent EnglishPerfectly at ease in managing customer relations (key accounts, international customers, etc.)Priority managementSense of responsibility, customer commitment, serviceGood knowledge of datacenters/computer rooms/telco roomsCommon practice of tools associated with the production of services (CRM, Trouble ticketing, etc.)Experience in managing technical/production teamsAt ease in the production of load monitoring and key performance indicatorsBudget management conceptsAbility to handle stressEquinix 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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