Operations Information Request Analyst

Who are we?

Job Summary

The 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.

Responsibilities

Follow the Operations Information Request Management process:

• Conduct a thorough review of incoming requests assigned

• Communicate and collaborate with team members as needed to determine the best course of action and provide a response that meets our customers’ needs

• Utilize the content repository and other approved resources to complete requests

• Manage the lifecycle of requests from beginning to end and meet the applicable response service level objective (SLO)

• Escalate when necessary to ensure a timely response

• Ensure response documentation is complete, current, and stored appropriately

• Assist with continual content repository improvements by submitting new content for future use

• Establish, 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 timeliness

Qualifications

• A bachelor's degree in business information systems, Engineering, Business Administration or a related field, or an equivalent combination of education and experience

• Proven years of relevant work experience in technical support, operational management, business analysis and management of cross-functional projects

• Overall knowledge of operations policies and procedures, BC/DR, InfoSec policies, physical security, industry certifications and data center design

• Experience in or knowledge of the data center colocation industry

• 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)

• High attention to detail and a strong commitment to quality control

• Strong customer focus

Demonstrated ability to:

• Utilize business writing skills to provide concise responses to highly technical requests

• Display 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 appropriate

• Work effectively in a highly matrixed, cross-functional, culturally diverse and global environment

• Proficiency with Microsoft Office products such as Outlook, Word, Excel, and PowerPoint

We offer:

• Employment in a stable company with an established position on the market

• Possibility to work within fast growing world’s 500 Fortune digital infrastructure company

• Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention

• Opportunity to work in supportive, inclusive environment with People-Centric Culture

• Attractive benefits package: premium private medical care, group insurance, employee stock program, Multisport card, lunch passes, and more

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.