About this role
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.
Help us challenge assumptions, uncover bias, and remove barriers-because progress starts with fresh ideas. 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
The Managed Service NOC Supervisor will be responsible for managing relationships with functional stakeholders. The ideal candidate will be required to monitor and manage key performance metrics, and also support a culture of innovation, excellence & collaboration. He/She will manage on-staff NOC technicians and engineers; this includes recruitment, supervision, scheduling, mentoring & development and evaluation.
Responsibilities
Supervise Managed Service Desk and South-South network 24-hours per day and 7 days a weekLead the detection, logging, and resolution of network and customer issues, acting as the primary escalation point for major incidentsEnsure that network alerts, equipment faults are responded to, diagnosed and resolved within specified timelinesEnsure proper organizational attention to the problem, escalation or corrective actionAnswer all customer related telephone calls within defined timelinesEnsure weekly/monthly/ad hoc backhaul reports, customer reports on remote hand requests, call out tickets and backhaul performance events are prepared and delivered within specified timelines, whilst tracking escalations and other key performance indicatorsCoordinate performance of maintenance routine services as and when requested by the customer in conjunction with required teamsEnsure customer access requests: MCLS and ILA sites are treated within specified timelinesEnsure receipt and response to call out tickets from customer NOC within specified timelinesInterface with internal/external customers on operational issues and related customer events, using the company's standard operating proceduresTrack remote hands request with tickets and ensure they are updated accurately.Develop, maintain, and enforce standard operating procedures (SOPs) for incident managementEnsure to provide all reasonable assistance to Customer NOC, including to provide appropriate data to Customer NOC for the generation of System NOC reports, Root Cause Analysis and lessons learnedMaintain and ensure full compliance with all processes and proceduresSupervise, train, and mentor NOC technicians and engineers, including managing shifts and performance evaluationsEnsure the provision of feedback to Head of GNOC on the status of network eventsUndertake in any other ad hoc activity as assigned by Head of GNOC Qualifications
Bsc or HND Engineering degreeAt least 8+ years of relevant experienceTechnical & Professional proficiency (Operation and Maintenance field), preferably for a large ISP, ASP, web hosting facility, data center or telecommunications companyExperience in submarine, DWDM transmission system, Metro Ethernet optics connectivity with specific experience providing operational support in a fast-paced NOCResearch and writing skillsLeadership and self- management skillsRelationship ManagementStrong analytical and communication skillsProblem resolution skills with a flexible approach to problem solvingAble to use initiative to tackle a broad range of problems, while still following procedures and processesAbility to assess and prioritize faults and respond or escalate accordinglyCapable of multi-tasking, good time management and prioritization of workloadWilling to learn and develop new skills and actively seeks out tasks that help develop skills and knowledgeGood technical documentation skillsProficiency in MS Office and related AI tools for operations enhancement 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.
We use artificial intelligence in our hiring process. Learn more here. This posting is a new position within our organization.