Lead, Digital Workplace Intelligent Operations

Equinix

About The Position

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 tech thinkers and future builders turn bold ideas into breakthrough experiences, we welcome your unique perspective. 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 This role is responsible for modernizing Digital Workplace operations into a more automated, collaborative, and adaptive function. The focus is on reducing manual operational work through automation and intelligent tooling, while improving how the operations team delivers workplace services. This role drives the transformation from reactive, ticket-centric workflows into a proactive, intelligence-led operating model.

Requirements

Digital Workplace Platform Knowledge Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent
Familiarity with enterprise IT service management platforms such as ServiceNow
Solid understanding of digital workplace operations and endpoint lifecycle management
Endpoint Telemetry & Experience Monitoring Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar
Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities
Operational Analytics Ability to analyze operational data and incident trends to identify reliability risks and drive improvements
Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives

Nice To Haves

Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms
Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction
Familiarity with enterprise automation frameworks or orchestration tools
Familiarity with Agile or Agile Swarming methodologies

Responsibilities

Operational Transformation & Automation Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model
Identify and eliminate manual operational work through automation, workflow redesign, and improved tooling
Define success metrics for automated workflows and drive adoption to reduce manual intervention and improve service stability
Simplify operational processes to improve service reliability and efficiency
Establish practices that support faster issue detection, resolution, and prevention
Design and implement automation across workplace workflows including service requests, access provisioning, device remediation, and common user issues
Introduce and apply automated remediation and intelligent tooling to detect, route, and resolve common user and device issues, reducing operational toil and improving service stability without manual intervention
Enable self-service capabilities that empower employees to resolve common issues independently
Partner with engineering teams to embed automation into workplace platforms and services
Modernizing Digital Workplace Operations Champion modern operations practices across the Digital Workplace organization
Drive the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs
Analyze existing operational workflows to surface inefficiencies, delays, and improvement opportunities
Implement standardized, repeatable processes that enable automation and scalability
Define and track operational metrics that measure service performance, automation adoption, and efficiency
Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly
Promote faster feedback loops and iterative improvement to continuously enhance service quality and experience

Benefits

Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.
Core Benefits - Pension: You will be enrolled in the employee capital plan or pension, known as PPK, a contributory pension scheme for you and your employer to save funds intended for withdrawal on retirement. Private Medical Insurance: You may enroll yourself and eligible dependents in Private Medical Insurance (PMI) for greater choice, flexibility, and access to specialist care for short-term illness or injury and so on. Life and Accident Insurance: Equinix provides Life and Accident Insurance cover for its employees which you can enroll in. Other Benefits and Perks - Employees have the option to select and use from a wide range of other benefits including: Annual Leaves, Flex Wallet (flexible spending account), Multi-sport Card, Lunch Pass Card, Discount Portal, statutory allowances and reimbursements (remote working, corrective glasses reimbursement), and paid and unpaid leaves in line with local market practices and regulatory requirements. More details on eligibility and rules for leaves are in Equinix's HR policies. Eligibility and contribution requirements apply to some benefits, in line with company policy. Benefits are subject to specific plan/program or insurer terms and conditions, including changes at Equinix's discretion. Equinix will be compliant will regulatory requirements on benefits and leaves.

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