Supervisor, IBX Customer Operations

Who are we?

The Equinix IBX Customer Operations Supervisor is a role in which you will be the main POC to oversee night shift IBX Customer Operations of our data center across the Dallas campuses. As the IBX Customer Operations Supervisor you will have an extensive experience in data center operations and a strong understanding of IT infrastructure, cabling, networking and Data Center Best practices. You will support technician performance, prioritizing technician tasks while monitoring Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s). This opportunity will allow you to model leadership principles, provide training to technicians, and accelerate your career growth in the process.  As the IBX Customer Operations Supervisor, you are responsible for overseeing the daily operations of the data center, ensuring compliance with Equinix policies, procedures and industry standards. This role encompasses team leadership, operational oversight, vendor management, and collaboration with cross-functional teams to achieve operational goals. You will establish strong partnerships with our security vendors to ensure the safety of our facilities, personnel, and customer data. The right candidate will work well with a team, exhibit excellent customer service skills, be self-motivated and seek ways to improve the environment.

Key Responsibilities:

Team Leadership and Engagement

Supervise and mentor a diverse team of data center technicians, providing support and performance evaluations.

Schedule and manage technician shift to ensure 24/7 coverage, including weekends and holidays, while maintaining a balanced workload.

Foster a culture of diversity, inclusion, and belonging, ensuring all team members feel valued and empowered to contribute.

Operational Oversight:

Manage daily operations of the data center, ensuring compliance with Equinix policies and industry standards.

Identify and implement more efficient operational practices to enhance productivity, reduce costs, and meet operational goals.

Security Compliance:

Understand and enforce security protocols to protect customer data and ensure compliance with regulatory requirements.

Conduct regular security audits and training sessions for staff to reinforce the importance of security within the data center environment.

Incident Management:

Oversee incident management processes, ensuring timely response and resolution of issues in accordance with Equinix policies.

Ensure that all technicians are trained in incident management protocols and understand the criticality of roles in maintaining service continuity.

Performance Monitoring and Reporting:

Utilize monitoring tools to track system performance, capacity, and availability, generating reports on key performance indicators (KPIs).

Analyze operational data to identify areas for improvement and implement corrective actions as needed.

Customer Engagement:

Establish and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded.

Communicate effectively with customers regarding operational status, incident resolution, and service improvements.

Project Management:

Assist in planning and executing data center projects, cage builds and migrations, ensuring alignment with organizational goals.

Collaborate with cross-functional teams to ensure successful project delivery and adherence to timelines.

Cost Estimates:

Ability to obtain vendor quotes, submit RFP’s and create PRR’s with an extensive knowledge and use of the Coupa Application.

Collaboration and Team Development:

Foster team collaboration and knowledge-sharing among team members, ensuring an environment of continuous learning, training and improvement to achieve operational goals.

Recognize and praise team members for their contributions and successes, promoting a positive and motivating workplace culture.

Availability and Readiness:

Be prepared to respond to emergencies and critical incidents at any time, demonstrating a commitment to the operational integrity of the data center.

Maintain a proactive approach to problem-solving, ensuring that the team is equipped to handle challenges effectively.

Infrastructure Knowledge:

Possess extensive knowledge of data center infrastructure and proper coordination, and deployment of infrastructure.

 Environmental Health & Safety

Ability to lead and improve Environmental Health and Safety initiatives. Experience in initiating and executing those initiatives in a global environment.

Qualifications:

• Bachelor’s degree in a related field (e.g., Information Technology, Engineering, Business Management) or equivalent experience.
• Minimum of 5-6+ years of experience in a data center lead operations role, with a focus on team leadership, training, compliance and vendor management.
• Strong understanding of data center infrastructure, including cooling, networking, and security systems.
• Excellent communication, interpersonal, and leadership skills.
• Familiarity with incident management processes and security compliance standards.
• Ability to work in a fast-paced environment and respond to emergencies as needed.

Working Conditions:

• This position requires weekends, nights and holiday work to ensure 24x7x365 operational coverage.
• Must be able to respond to on-call situations and emergencies as they arise.

The United States targeted pay range for this position in the following location is / locations are:
• San Francisco, CA / Bay Area: $96,000 to $144,000 per year
• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $88,000 to $132,000 per year
• Colorado, Nevada, Rhode Island: $80,000 to $120,000 per year
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link:
USA Benefits eBook

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.