Operations Information Request Analyst

Who are we?Equinix is the world’s digital infrastructure company®, operating over 260 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.  A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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 SummaryThe Operations Information Request Analyst (OIRA) is an operations role responsible for completing detailed customer requests on operations policies, procedures, audit questionnaires and supplier onboarding. The OIRA is a member of a larger team with the mission to provide detailed, accurate and timely information while managing the lifecycle of multiple requests from beginning to end.ResponsibilitiesFollow the Operations Information Request Management process:Conduct a thorough review of incoming requests assignedCommunicate and collaborate with team members as needed to determine the best course of action and provide a response that meets our customers’ needsUtilize the content repository and other approved resources to complete requestsManage the lifecycle of requests from beginning to end and meet the applicable response service level objective (SLO)Escalate when necessary to ensure a timely responseEnsure response documentation is complete, current, and stored appropriatelyAssist with continual content repository improvements by submitting new content for future useEstablish, maintain and develop strong working relationships globally with stakeholders in support of our external customers (e.g. Sales, Marketing, Client Services, Product, Legal and Operations) to maintain alignment and enhance the continued improvement in response quality and timelinessQualificationsA bachelor's degree in business information systems, Engineering, Business Administration or a related field, or an equivalent combination of education and experienceExcellent verbal and written communication skills in English and SpanishBusiness proficiency in Portuguese is an asset, but not requiredProven years of relevant work experience in technical support, operational management, business analysis and management of cross-functional projectsOverall knowledge of operations policies and procedures, BC/DR, InfoSec policies, physical security, industry certifications and data center designExperience in or knowledge of the data center colocation industryExcellent time management skills and the ability to constantly manage prioritiesGeneral knowledge of operational processes in a global companyGood interpersonal and teaming skills with sensitivity to a global audienceHigh attention to detail and a strong commitment to quality controlStrong customer focusDemonstrated ability to:Utilize business writing skills to provide concise responses to highly technical requestsDisplay strong project and time management skills to ensure service level objectives are met and can prioritize/re-prioritize in a fast-paced environment, escalating as appropriateWork effectively in a highly matrixed, cross-functional, culturally diverse and global environmentProficiency with Microsoft Office products such as Outlook, Word, Excel, and PowerPointWe offer:Employment 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 CultureAttractive benefits package: premium private medical care, group insurance, employee stock program, Multisport card, lunch passes, and moreEquinix 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.