Operation Center Specialist

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. Operation Center SpecialistThe Equinix Operations Center (EOC) is a 24/7/365 environment encompassing a monitoring function of Essential Systems. The EOC is also responsible for Data Center Incident Management communications. The EOC Specialist will not only display the required skills, but also the willingness to work any of the scheduled shifts.EOC Specialist III responsibilities include; essential systems monitoring, updating and maintaining customer records, providing input to standardized processes, and assisting in compiling investigative information. The EOC Specialist will also process and respond to all transactions within the EOC including customer calls, site calls, incident management calls, and emails. We are looking for applicants with a knowledge of alarm monitoring with experience of, and passion for providing excellent customer service would be a huge bonus!ResponsibilitiesUpdate and maintain all databases and pertinent system informationProcess inbound requests from customers, carriers, and our sitesProcess inbound alerts from essential systems and network elementsDispatch service requests, trouble and alarm ticketsProcess site maintenance and outage notificationsAdvance trouble cases and emergencies as needed to lead and/or management personnelProvide timely response to all access and CCTV related alarmsUnderstand and apply company resources such as; databases, software applications, and interpersonal structureUnderstand Equinix’s processes, policies, service offerings and productsQualificationsAssociates Degree or equivalent work experienceProficiency in written and spoken EnglishExperience with Incident Management ProcessAbility to make clear timely decisions while applying excellent written and verbal communication skillsProficient with Microsoft Office SuiteAbility to work a 12-hour shift scheduleWe offerEmployment in a stable company with an established position on the marketPossibility to work within fast growing world’s 500 Fortune digital infrastructure companyEmployee Assistance Program – assess to free counselling legal and financial consultations and crisis interventionOpportunity to work in supportive, inclusive environment with People-Centric CultureBenefits such as premium private medical care, group insurance, employee stock program, Multisport card, lunch passes, and more