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 CenterJob SummaryThe 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.ResponsibilitiesImplement Equinix's future-state Service Management capabilitiesEngage with the operational owners of Equinix data centersMaintain a business mindset and methodology through training, coaching, and mentoringProvide guidance and coaching to EOC supervisors and direct report IC employeesServe as a point of escalation for all EOC SpecialistsFacilitate discussions and drive resolution where disagreement exists, escalating where necessaryLead the EMEA EOC to meet and exceed Key Performance IndicatorsLead the EMEA EOC to meet Objectives and Key Results (OKR)Work with peers across Equinix to drive cross-functional improvementsIdentify process gaps and issues and drive areas for improvementRegularly present to cross-functional teams to achieve set objectivesProvide support and recommend appropriate, timely, and necessary improvements or enhancements to the site operations team in pursuit of KPI and OKR objectivesResponsible for weekly, monthly, and ad hoc reporting for executive managementPresent at monthly and quarterly operations review meetingsDeliver all-hands presentations quarterly to existing EMEA employeesParticipate in EMEA-specific incident bridges, leading the EMEA EOC during the bridge callsEnsure that the EMEA EOC adheres to global EOC process standardsSuccessfully operationalize incident event management processes for new and acquired IBXsEnsure EMEA EOC specialists are upskilled to meet the accreditation testing skills assessmentResponsible for writing reviews and providing regular feedback to EMEA EOC team membersResponsible for delivering against scope, schedule, and budget on various assigned projectsRegularly attend project reviews and communicate project statusIdentify and manage risks and issues, recommending suitable mitigation plansQualificationsTakes on new opportunities and tough challenges with a sense of urgency and enthusiasmBuilds an environment that emphasizes taking initiative and acting quicklyBuilds partnerships and works collaboratively with others to meet shared objectives.Creates a climate where people communicate fearlesslyHolds self and others accountable to meet commitmentsOperates effectively, even when things are uncertain or the way forward is unclearApplies understanding of cultural differences to create value for the organizationSets high standards of excellence and values disciplined executionFosters creativity and experiments, fails fast and learns quicklySkilled at managing complex escalations with leadershipAbility to inspire behavior change in a highly matrixed environmentFocuses on execution and impact through clear goals, plans, and accountabilitySkilled at communicating complex concepts in an easy-to-understand wayFamiliarity with data center equipment, architecture, and systems is highly desiredProven years of industry experience with data centers or other closely aligned industriesProven team leadership experienceVery strong verbal and written English communication skills4-year college degreeExperience with Service Management technologies (ITIL, eTOM, ITSM) is a plusEquinix 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.