Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 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.
Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. 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.
Customer Enablement Principal will serve as a key member of the Global Operations Excellence team and will provide expertise in datacenter commercial operations to regional and global pre-sales teams (Equinix Contract Specialists, Contract Negotiators and Sales and Marketing) to help us maintain our #1 position in the market and sustain Equinix’ global growth strategy. This individual will also provide subject matter expertise to the post-sales support team serving our largest customers and ensure datacenter operations projects and solutions are globally aligned.
Responsibilities include:
Protecting and preserving Equinix’ operational capability to provide a globally consistent customer experience and ability to scale through thorough and rigorous review of non-standard customer requests e.g. SLAs
Providing datacenter operations and operational capability subject matter expertise to Equinix contract negotiators to support negotiations of new deals from large strategic customers and to other internal parties. Participation in negotiations as and when required
Conducting pre-sales and post-sales review and evaluation of individual customer’s datacenter operations-related requests and assess potential impact and risk to Equinix
Evaluating and escalating non-standard operations requests, and collaborating on whether or not they can be approved based on the risks/impacts to datacenter operational capability and subsequently devolved across the region
Assisting with datacenter operations-related responses to customers’ Requests For Proposals (RFP)
Providing practical operational solutions and suggestions to Legal Counsel when modification of terms is required for acceptable contract terms
Acting as a key member of customer business reviews and supporting actions and activities arising from these reviews
Responding to inquiries/escalations driven by custom agreements for infrastructure and services to internal departments
Serving as a liaison between the Equinix Client Services organization and datacenter operations for matters related to Equinix’ largest customers
Collecting, cataloguing and archiving datacenter operations-related information needed to answer escalated requests from pre-sales teams and customers’ audit requests
Engaging and interacting with other datacenter Operations team members and datacenter site staff as required to deliver globally aligned pre and post-sales projects/solutions
Obtaining familiarity with established datacenter datacenter operations policies, processes and procedures
Authoring of policies, processes and procedures as needed
Expose data via dashboards and other methods
Develop processes to capture information, conduct analysis, and share findings.
Work closely with the global operations teams to drive improvements to reduce/eliminate identified risks
Provide leadership with metrics on team efficiency and prioritize areas for strategic improvement
Identify and implement methods to scale solutions
Required Qualifications:
Competitive candidates will have the following qualifications:
Seven or more years’ work experience preferably in a Data Center operations environment and/or a critical customer facing role or legal setting with experience in applying business fundamentals
Team player that enjoys engaging with others and a track record of good networking, decision-making and judgment
Demonstrates analytical thinking and collaborates as necessary to breakdown complex problems and to make effective decisions
Excellent interpersonal skills to work closely with individuals at all levels and in all areas of the organization, including external customers in a fast-paced environment
Ability to perform research for datacenter infrastructure and datacenter operations-related contract issues
Demonstrates ability to learn quickly and work independently using a variety of software tools and collaboration techniques
Strategic thinker and decision-maker
Excellent organizational skills, attention to detail and competency with formal documentation and contracts
Desired Qualifications:
Strong oral communication
Strong written communication skills
College degree/Professional Certificate in Mechanical/Electrical Engineering, Datacenter Infrastructure, Computer Science or related field is highly desirable
Experience in data center operations, and/or critical customer service management
Working knowledge of incident management process, incident management ticketing systems and/or ITIL Service Management is a plus.
Familiarity with datacenter infrastructure and operations strongly preferred
Datacenter knowledge certificates is a definite plus
Understanding of the fundamentals of data center products and the fulfillment of services
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.
