Who are we?Equinix is the world's digital infrastructure company, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best-in-class service to our data center customers. 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.Job SummaryThe Senior Director of Service Management and Controls is a senior leadership position within Equinix's Operations Excellence organization. This role is responsible for driving service monitoring, controls engineering, operational telemetry, and customer service management optimization across Equinix's retail and hyperscale data center portfolio. The position ensures critical facility monitoring systems, including controls architecture and associated telemetry platforms, deliver real-time performance data to critical facilities engineers, the Equinix Operations Center (EOC), and customer-facing dashboards. Responsibilities include defining technical standards for control systems and monitoring infrastructure, designing scalable platforms for incident detection, communication, and resolution, and integrating automation to enhance operational efficiency. The Senior Director will lead initiatives to optimize system visibility, implement predictive analytics, and scale controls engineering solutions to support global IBX operations while ensuring uptime resilience.ResponsibilitiesControls Engineering and Service MonitoringOwn the architecture, design, and performance of Equinix's global controls and monitoring infrastructure -- including BMS/SCADA platforms, distributed telemetry collection, power and battery monitoring, PUE/WUE data collection, and monitoring automationArchitect a scalable, fault-tolerant monitoring and telemetry infrastructure to collect real-time insights into mechanical, electrical, and environmental systems (e.g., HVAC, UPS, chillers)Create centralized monitoring interfaces and automationCollaborate with engineering and construction design teams to integrate cutting-edge cooling technologies (e.g., liquid cooling, free-air systems) and high-efficiency power solutions into control architecturesEnsure compliance with industry standards (e.g., ASHRAE, Uptime Institute Tier classifications) and oversee root cause analysis (RCA) for system failures, driving technical resolutionsEstablish service level agreements (SLAs) and key performance indicators (KPIs) for controls engineering and monitoring systems, aligning with customer uptime expectationsOversee the identification of deficiencies in control systems and collaborate with cross-functional engineering teams to identify and execute improvement opportunitiesService Management OrientationDevelop and maintain a global service management platform to ensure consistent, high-quality support for facility operations, the Equinix Operations Center (EOC), and customer-facing incident responseDesign and optimize processes and systems for incident detection, escalation, and communication, ensuring rapid resolution and transparent updates to stakeholders via ITSM tools (e.g., ServiceNow)Own the evolution of Equinix's Customer Service Management platform and Customer Service PortalCreate AI-driven Incident Automation and Predictive maintenance toreduce incidents asproactively as possible through automation and learningDrive cross-functional collaboration between facilities, network operations, and customer success teams to deliver seamless service experiences in a 24/7 operational environmentOversee training programs for EOC staff and field engineers on control system operations, troubleshooting, and service protocolsData-Driven Continuous ImprovementLeverage operational telemetry and historical data to implement predictive failure models, reducing downtime and improving incident responseBuild dashboards and reporting tools to provide actionable insights into system performance, energy efficiency, and service metricsDrive continuous improvement initiatives by examining operational trends and effectiveness while suggesting enhancements or process refinementsIntegrate machine learning and statistical process control (SPC) techniques to identify anomalies in control systems and telemetry feeds proactivelyBenchmark performance against industry peers and internal targets, driving iterative enhancements to operational resilience and cost efficiencyEngineering Design and Process ReviewMaintains architecture and engineering standards related to control systems and service management infrastructureOwns the control systems change management processTeam Development & Talent StrategyLeads and develops high-performingControls Engineering, Service Monitoring, and Customer Service Management teams, fostering a culture of belonging, innovation, collaboration, and accountabilityDrivestalent development initiatives, including mentorship, career progression pathways, and leadership training to ensure the team is equipped with the latest skills and expertise inService Management andControls operationsQualificationsEducationBachelor's degree in Engineering, Networking, Computer Science, or a related technical field; Master's degree preferredExperienceProven years in critical IT, Networking, Data Center, or other infrastructure engineering operations with at least 5 years in a leadership role overseeing data centers or equivalent high-reliability environmentsProven expertise in controls engineering, power systems, and cooling technologies within large-scale operational settingsExtensive experience with ITIL or similar service management frameworks and data-driven operational improvement programsTechnical SkillsStrong background with distributed infrastructure, systems and network monitoring - BMS, SCADA and PLC systems preferredExperience with system monitoring and analytics platforms for real-time monitoring and predictive insightsFamiliarity with electrical systems design (e.g., medium/low-voltage switchgear, UPS) and mechanical systems (e.g., CRAC units, chillers)Leadership SkillsStrong ability to lead global, cross-functional teams in a fast-paced, technical environmentExceptional communication skills to translate complex technical concepts into actionable service strategies for diverse stakeholdersOther Experience (Preferred)ITIL v4, System Reliability Engineering (SRE) concepts, LEAN, Agile, and operational process improvementEquinix 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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