Operations Center Manager

1 dzień temu


Warszawa, Mazovia, Polska Equinix Pełny etat

About Equinix

Equinix is the world's digital infrastructure company, operating over 250 data centers across the globe. We enable 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.

Job Summary

The Operations Monitoring and Communication Manager leads a team of Equinix Operations 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.

Responsibilities

  • Implement Equinix's future-state Service Management capabilities
  • Engage with the operational owners of Equinix data centers
  • Maintain a business mindset and methodology through training, coaching, and mentoring
  • Provide guidance and coaching to EOC supervisors and direct report IC employees
  • Serve as a point of escalation for all EOC Specialists
  • Facilitate discussions and drive resolution where disagreement exists, escalating where necessary
  • Lead the EMEA EOC to meet and exceed Key Performance Indicators
  • Lead the EMEA EOC to meet Objectives and Key Results (OKR)
  • Work with peers across Equinix to drive cross-functional improvements
  • Identify process gaps and issues and drive areas for improvement
  • Regularly present to cross-functional teams to achieve set objectives
  • Provide support and recommend appropriate, timely, and necessary improvements or enhancements to the site operations team in pursuit of KPI and OKR objectives
  • Responsible for weekly, monthly, and ad hoc reporting for executive management
  • Present at monthly and quarterly operations review meetings
  • Deliver all-hands presentations quarterly to existing EMEA employees
  • Participate in EMEA-specific incident bridges, leading the EMEA EOC during the bridge calls
  • Ensure that the EMEA EOC adheres to global EOC process standards
  • Successfully operationalize incident event management processes for new and acquired IBXs
  • Ensure EMEA EOC specialists are upskilled to meet the accreditation testing skills assessment
  • Responsible for writing reviews and providing regular feedback to EMEA EOC team members
  • Responsible for delivering against scope, schedule, and budget on various assigned projects
  • Regularly attend project reviews and communicate project status
  • Identify and manage risks and issues, recommending suitable mitigation plans

Qualifications

  • Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm

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