Operations Information Request Analyst

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.

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.

**OIRT Analyst Job Description**:
The Operations Information Request Analyst (OIRT) is responsible for providing support by responding to, evaluating, and prioritizing incoming external customer requests in a flexible, fast paced, very customer focused environment, to include global data center operations.

**Responsibilities**:

- Follow the Operations Information Request Management process:

- Conduct a detailed review of incoming requests assigned and complete them within the designated timeframe for completion.
- Handle the lifecycle of requests and adhere to the applicable response service level objective (SLO)
- Raise concerns when necessary to ensure a timely response
- Ensure response documentation is complete, current, and stored appropriately
- Submit new content received from the SME community to the content management team to update to the source of truth repository
- Establish, maintain and develop strong working relationships globally with internal teams in support of the customer information process in the customer information process (e.g., Sales, Marketing, Client Services, Product, Legal and Operations) to maintain alignment and enhance the continued improvement in response quality and timeliness
- Assist the OIRT team management by taking ownership of and completing assigned departmental projects as needed
- Other duties as assigned based on the skills and capabilities of the individual

**Qualifications**:

- Must be able to work remotely and in office. (hybrid role)
- A Bachelor’s degree in Business Information Systems, Engineering, Business Administration or a related field, or an equivalent combination of education and experience
- A minimum of 3-5 years of relevant work experience in technical support, operational management, business analysis and management of cross-functional projects
- Excellent social and interpersonal skills (both written and verbal) and ability to effect change through teamwork, integrity, trust, credibility and influence
- Ability to communicate and work with teams on a global scale.
- Time management skills and ability to strategically balance priorities
- General knowledge of operational processes in a global company
- Excellent written and verbal communication skills
- Ability to forge relationships across all levels of the organization
- High attention to detail and a strong commitment to quality control
- Agile learning ability
- Strong customer focus and enjoys problem solving
- Demonstrated ability to:

- Ability to work under pressure and maintain integrity in high stress situations with minimum oversight
- Ability and experience entering new situations, learn quickly in a fast-paced environment, and raise issues when appropriate
- Proficiency with SFDC, Siebel and Microsoft Office products such as Outlook, Word, Excel, and PowerPoint
- Each member of the team participates in rotation of holiday coverage and some weekend and extended business hours are required based on workload deadlines.