Assistant Manager, Hosting Operations

Assistant Manager, Hosting Operations
- Equinix is the world’s digital infrastructure company, operating 245+ 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+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.

What you’ll be doing

Customer Support
- Provides support for customer requests, inquiries, and/or questions
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Provides day to day and escalation support to customer requests, inquiries, and/or questions

Management
- Performance Management based on KPI's
- 1 on 1 coaching and development, and performance improvement planning
- Provides performance coaching and feedback results to their teams
- Able to plan, monitor and report out on team performance
- Create, maintain and evaluate technical KPI’s to improve the Operations metrics
- Identify recurrences, coordinating the activities and resolution quality
- Review Knowledge Base
- Provide technical leadership to the team during crisis management

Process (Improvement / Development / Management / Documentation)
- Directs team on adopting process and procedure changes
- Recommends alterations and identifies areas to improve for processes that they manage
- Participate in the development and improvement of processes while working with other cross functional teams
- Has an expert understanding of the service desk process and ability it to articulate it in any situation

Communications
- Is able to advise on communication requirements and improves the team's communications standards

Risk Management
- Supports the team on the resolution of escalated issues

What we’ll expect from you
- Experience in people manager
- Bachelor's degree or equivalent required

What will be the difference if you have

Advanced English

Why Equinix

Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard 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.

Assistant Manager, Hosting Operations
Equinix is the world’s digital infrastructure company, operating 245+ 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+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.

What you’ll be doing

Customer Support
- Provides support for customer requests, inquiries, and/or questions
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Provides day to day and escalation support to customer requests, inquiries, and/or questions

Management
- Performance Management based on KPI's
- 1 on 1 coaching and development,