The Operations Information Request Team provides support for external customer requests for Data Center facilities questions, Equinix policies and procedures, vendor onboarding and risk-related due diligence assessments
Provides leadership and direction on case handling, escalations, training, and personnel support.
Responsible for mentoring, managing day-to-day activities, and other managerial tasks, including GPS reviews and 1:1s.
Compiles and curates team reporting to provide metrics and analysis based on specific criteria on a regular cadence
Documenting areas of improvement to gain efficiency for creating new and revising existing team processes with suggestions to implement and a resolution plan for any ongoing areas of opportunity
Oversees the team’s workload and provides support, direction and an escalation path to ensure SLO’s are met
Lead team meetings providing knowledge sharing, team training and information updates
Establish, maintain and develop strong working relationships globally with internal stakeholders in support of our external customers (e.g. Sales, Marketing, Client Services, Product, Legal and Operations)
Assists with new hire selection and interviews and provides support and direction for onboarding training.

A bachelor’s degree in business information systems, engineering, business administration, or a related field, or an equivalent combination of education and experience
A minimum of 3-5 years of relevant work experience in technical support, operational management, business analysis and management of cross-functional projects
Excellent time management skills and the ability to constantly manage priorities
General knowledge of operational processes in a global company
Good interpersonal and teaming skills with sensitivity to a global audience
Excellent communication skills (verbal and written)
Ability to forge and maintain relationships across all levels of the organization
High attention to detail and a strong commitment to quality control
Agile learning ability
Strong customer focus
Proficiency with SFDC and Microsoft Office products and other Equinix applications.

Manager, Operations Information Request Team

Key skills