Operations Support Lead
hace 1 semana
Equinix is the world's digital infrastructure company, operating 245+ 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 70+ quarters of 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 2,000+ 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.
Job Summary
Provides tier 1 support and triage for system, process, install and technical issues, participating in cross-functional teams to develop appropriate recommendations and implement changes.
Responsibilities
Technical Support
- Provides tier 1 support and triage for data center system, process, install and technical issues, including reviewing escalations, identifying problems, determining type of issue and triaging to other teams (e.g., whether to resolve within data center or send to supervisor or global team)
- Participates in crossfunctional teams to review business and/or technical processes within the data, refine or make suggestions for continuous improvement and support implementation of changes
- Identifies systems issues (e.g. business system bugs on functionalities, buttons, training gap), making recommendations for and managing the implementation of solutions
- Audits data and issues within the data center (e.g., local practices/operations against system requirements/Global Charter), creating custom reporting to further understand and analyze the issue, and recommends corrective actions/resolutions; assesses validity and integrity of data being used
- Authors documentation (can be technical & nontechnical) (e.g., technical specifications and standards, SOPs, articles, reports and user manuals) and serves as content owner for standard operating procedures and SME for Global Process Library
- Develops training materials and trains others on process support (e.g. data center Fulfillment, Shipment, service delivery)
UAT
- Assists in facilitation of user acceptance testing (
UAT) for deploying system and process enhancements to production (e.g. Siebel releases, UI/functional testing)
- Mentors junior team members
- Plans, coordinates and monitors projects from start to completion (e.g., sets deadlines, assigns responsibilities, monitors and summarizes progress of project, conducts meetings)
Qualifications
- Proven experience of role
- Bachelors
All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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