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.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. 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 Service Management Specialist is responsible for ensuring the stability, reliability, and continuous improvement of IT services through effective management of Major Incidents, Change Management, Release Management, Event Management, and Service Management governance processes. The role serves as a key liaison across business, operations, and technology teams to minimize service disruptions and drive operational excellence.
Responsibilities
Major Incident Management
Lead and coordinate Major Incidents (P0/P1) to ensure rapid service restoration and minimize business impactFacilitate incident bridges and coordinate cross-functional technical teams during critical service outagesProvide timely stakeholder communications and executive updates throughout incident lifecyclesDrive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closureMonitor incident trends and recommend service improvements to reduce recurring issues Change Management
Govern the end-to-end Change Management process in accordance with established ITIL practicesReview and assess change requests for risk, impact, and implementation readinessFacilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtainedMonitor change success rates, compliance, and post-implementation outcomesDrive continuous improvement of change governance and controls Release Management
Coordinate release planning, scheduling, and deployment activities across multiple technology teamsMaintain and govern release calendars to prevent conflicts and minimize service disruptionsEnsure release readiness through stakeholder alignment and operational preparednessConduct post-release reviews and identify opportunities for process enhancement Event Management
Monitor service events and alerts to proactively identify potential service risksCoordinate with operational teams to ensure timely response to high-priority eventsAnalyze event trends and recurring alerts to improve service reliability and performanceSupport implementation of monitoring improvements and event management best practices Service Management Governance
Ensure adherence to IT Service Management (ITSM) processes, policies, and standardsDevelop and maintain process documentation, reports, dashboards, and operational metricsTrack SLA, KPI, and operational performance against service targetsSupport audit, compliance, and governance requirements related to service operations Continuous Service Improvement
Identify opportunities to improve service quality, operational efficiency, and customer experienceLead service improvement initiatives and process optimization effortsDrive lessons learned from incidents, changes, and releases into actionable improvementsPartner with stakeholders to implement best practices and enhance service performance Qualifications Required
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field5+ years of experience in IT Service Management, IT Operations, or Production Support environmentsGood understanding of ITIL principles and service management best practicesExperience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalentStrong stakeholder management, communication, facilitation, and coordination skillsExcellent analytical, problem-solving, and decision-making abilitiesAbility to work effectively in high-pressure situations and manage competing priorities Preferred Qualifications
ITIL Foundation or ITIL 4 CertificationExperience in enterprise-scale or global support environmentsKnowledge of Service Level Management, Problem Management, and Operational GovernanceExperience in driving process improvements and operational excellence initiativesExposure to Agile ways of working and project delivery methodologies Key Success Metrics
Major Incident resolution and recovery performanceSLA and KPI adherenceChange success and compliance ratesRelease deployment effectivenessService availability and operational stabilityReduction in recurring incidents and service risksSuccessful delivery of service improvement initiativesStakeholder and customer satisfaction Role Level: Service Management Specialist Function: IT Service Management (ITSM) Focus Areas: Major Incident Management, Change Management, Release Management, Event Management, Service Governance & Continuous Service Improvement
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 for a backfill position, meaning it is to fill an existing vacancy within our organization.