Supervisor, Data Center Customer Operations

Who are we?

Equinix is the world’s digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

Leads and supervises a team of Data Center Operations staff to ensure safe, reliable, and efficient execution of day-to-day operations, customer requests, and technical activities. This role is responsible for driving team performance, maintaining operational excellence, and ensuring a high level of customer satisfaction within the data center environment.

Responsibilities

Leadership & Team Management

• Provide day-to-day leadership, supervision, and guidance to a team of technicians/operators
• Assign and prioritize tasks based on operational needs, workload, and service level commitments
• Monitor team performance, productivity, and work quality, providing coaching and feedback
• Ensure adequate staffing and workload balancing, including coordination with other data centers if required
• Drive a culture of safety, compliance, accountability, and continuous improvement
• Ensure all team members are fully trained and compliant with operational procedures, safety standards, and quality programs
  
  

Customer & Operations Management

• Act as the escalation point for customer issues, ensuring timely resolution and high-quality service delivery
• Oversee execution of customer requests, incident handling, and service delivery activities
• Ensure accurate documentation, reporting, and communication with customers
• Maintain operational schedules and ensure service level agreements (SLAs) are consistently met
  
  

Technical Operations & Troubleshooting

• Lead troubleshooting and fault resolution activities, ensuring root cause identification and effective corrective actions
• Review and validate incident reports and technical findings
• Provide technical guidance and support to team members during complex issues
• Maintain strong knowledge of data center systems, including network infrastructure, cabling, and equipment platforms
  
  

Installation & Change Management

• Oversee cabling installations, site surveys, and implementation activities
• Validate installation quality, testing, and handover to customers
• Ensure adherence to quality standards and best practices during changes
  
  

Vendor Management

• Coordinate with external vendors for installation, maintenance, and support activities
• Provide clear instructions and ensure vendor work meets quality, safety, and technical standards
  
  

Maintenance & Reliability

• Ensure preventive and corrective maintenance activities are executed effectively
• Minimize operational risk and prevent incidents through proactive maintenance planning
  
  

Project & Continuous Improvement

• Support and coordinate multiple operational and infrastructure projects
• Identify process improvements and implement efficiency enhancements
• Contribute to operational strategy execution at the site level
  
  

Qualifications

Experience

• Typically requires 5+ years of relevant experience in data center operations, IT infrastructure, or similar environments
• Prior team leadership or supervisory experience preferred
  
  

Technical Skills

• Strong understanding of data center operations, network systems, cabling, and equipment
• Experience with troubleshooting, incident management, and operational processes
  
  

Soft Skills

• Strong leadership, communication, and decision-making skills
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment
• Customer-focused mindset with strong problem-solving ability
  
  

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.

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This posting is a new position within our organization.