Operations Support Lead

2 months ago

Slough, Slough, United Kingdom Equinix Full time

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.

Our culture is based on collaboration and the growth and development of our teams. We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills and try new approaches, as we grow our product portfolio with new software and network architecture solutions. 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.

Operations Support Lead

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. Develops technical specifications and standards, as well as training materials, and conducts training and user testing.

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)

Process Support/Optimization

  • Participates in cross-functional teams to review business and/or technical processes within the data center, refine or make suggestions for continuous improvement and support implementation of changes

Systems Support

  • Identifies systems issues (e.g. business system bugs on functionalities, buttons, training gap), making recommendations for and managing the implementation of solutions

Data Support/Analysis

  • 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

Documentation

  • Authors documentation (can be technical & non-technical) (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

Training

  • 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)

Team Leadership

  • Mentors junior team members

Project Management

  • 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 years experience
  • Bachelors

Equinix 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.

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