Manager, NOC Service Engineering

Posted 5 hours ago
Main Location
Redwood City, CA, United States
Open jobs

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

This position is within the Global Network Service Management Center department. The core responsibilities are to lead, coach and improve the Equinix NOC service engineer team to operate, monitor, and support network and systems in the AMER region. Drive full resolution, working closely with the Global Network Service Technical Assistance Team to ensure the best quality of service to our customers.

Responsibilities

Stakeholder Management

  • Responsible for providing comprehensive input to stakeholders to support decision making.
  • Proactively communicates issues and risks and escalate conflicts, proposing options for resolution.
  • Able to drive effective conflict resolution between stakeholders.
  • Manages all stakeholder communications with respect to project and operations status. In addition to building effective working relationships with stakeholders, the manager partners with stakeholders to execute against agreed-upon commitments.
  • Responsible for managing stakeholder escalations/priority shifts to resolution and/or senior management escalation.

Review/ Approvals/ Escalations/ Issues Resolution

  • Supports and trains resources and oversees quality in triage and troubleshooting practices.
  • Leads troubleshooting efforts on critical issues with cross-functional teams through resolution. Identifies improvements to address repeat issues.
  • Oversees and supports RCA cycles, and reviews management level reports related to issues and escalations.

Management Reporting

  • Collects, analyzes, organizes and presents data on projects and operations to senior management.
  • Participates in monthly operational performance reviews.
  • Executes against operational KPIs. Reviews, identifies areas for improvement and makes recommendations to leadership.

Ressource Management

  • Works closely with GN SM managers to track resource allocation and utilization for assigned tasks.
  • Ensure decisions are guided by policies, procedures and business strategy with guidance and oversight from his/her manager.
  • Requests approvals for additional expenses outside of approved budget/headcount.
  • Manages and/or escalates issues, as needed.

People Management

  • Accountable for the performance and results of direct reports.

Responsible for:

  • the performance management of team members, including disciplinary actions and hire/fire recommendations
  • Grow, Perform, Suceed process including Talent assessments and Total Rewards allocations of direct reports
  • Talent development, including quarterly conversations, career pathways conversations and individual development/growth plans.
  • Models the Equinix Culture and Values.

Process/ Policies/ Standards

  • Monitors violations, and designs a remediation plan to ensure adherence.
  • Defines and evangelizes processes, policies and standards across all stakeholders.
  • Measuring performance against process goals.
  • Proactively seeks continuous improvement opportunities in process/policies/standards.

Qualifications

  • 7+ years experience
  • Bachelor's Degree

Additional Skills

  • 5 years of experience in the field of network and leadership preferred
  • Understanding of the following:
    • Open Stack technology and Network Function Virtualization (NFV) from practical work experience
    • Knowledge of Linux (Red Hat, Ubuntu and KVM),
    • Cisco (IOS, IOS XR and Nexus)
    • Network and Server monitoring skillset (Zabbix, Nagios…)
    • Packet based networks, routing, redundancy and transport protocols (OSPF, BGP, MPLS, VRF and VXLAN) on several network vendors
    • Container technology’s (Docker)
  • ITIL Service operations procedure: Event, Incident, Problem, change.
  • Must be able to manage multiple tasks concurrently, work under pressure, and be able to produce under a mission critical environment.
  • Fluent in English (speaking and writing) is preferred
  • Flexibility, able to work with people cross borders and functions.
  • Coaching skills and ability to generate team spirit
  • Great communicator
  • Continuous improvement skillset

Desirable

  • Automation mind set for server/network tasks
  • ITILv3
  • Lean/6sigma
Mission
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Manager, NOC Service Engineering
Equinix