Operations Support Senior Associate

Equinix • Toronto, ON

5d • $71,000 - $107,000

About The Position

The Operations Support Senior Associate provides operational and technical support to Data Center teams, assists with process improvements, and contributes to projects that enhance service delivery and operational effectiveness. The role supports routine technical and operational issues, business-critical systems, data analysis, documentation, testing, and project coordination, working with experienced team members and subject matter experts on more complex matters.

Requirements

• At least 1 year of experience in operations support, technical support, systems administration, data center operations, or a related field.
• Advanced Diploma, Associate Degree, Bachelor's Degree, or an equivalent combination of education and experience.
• Strong analytical and problem-solving skills.
• Excellent organizational and documentation abilities.
• Ability to collaborate effectively in a team environment and learn from experienced technical professionals.
• Ability to work between software platforms and partner with company IT groups in troubleshooting efforts.
• Basic knowledge of data analysis, process improvement, and project coordination.

Nice To Haves

• Experience working with business systems and operational tools.

Responsibilities

• Assist with resolving routine technical issues and escalations under the guidance of senior team members.
• Support system functionality, cable certification, fiber and cable testing, and installation processes.
• Collaborate with Data Center teams to identify and recommend solutions to operational challenges.
• Assist with operational exceptions, non-standard scenarios, and escalations by partnering with senior team members and stakeholders.
• Independently resolve routine operational and technical issues and support complex escalations with senior team members and subject matter experts.
• Review operational processes and workflows to identify opportunities to improve efficiency and effectiveness.
• Participate in initiatives to improve provisioning timelines, operational consistency, and service quality.
• Support implementation of process-enhancement solutions.
• Support business-critical Data Center Operations systems, including ServiceNow, Salesforce/LTC, Siebel, JARVIS, DART, and other operational systems.
• Assist with troubleshooting user access, single sign-on issues, system requests, and other operational support needs.
• Partner with experienced team members to resolve system issues.
• Investigate operational issues and customer concerns to identify trends and recurring support needs.
• Use reports and data analysis to help determine root causes and recommend corrective actions.
• Perform data validation and cross-checks to ensure accuracy and consistency.
• Develop and maintain technical and operational documentation for internal teams.
• Assist in creating training materials, job aids, and process guides.
• Support knowledge-sharing initiatives across the organization.
• Participate in User Acceptance Testing by documenting results and validating system functionality.
• Manage assigned portions of larger operational or technology projects.
• Track project deliverables and communicate progress to stakeholders.

Benefits

• Employee Assistance Program available to all employees.
• US: Health, life, disability, and voluntary insurance plans for eligible employees and family members.
• US: Retirement plan to which employees and Equinix may contribute.
• US: Accrued paid time off and paid holidays.
• Canada: Healthcare coverage that complements provincial healthcare, plus life, disability, and optional benefit plans for eligible employees and family members.
• Canada: Optional Equinix-sponsored retirement or savings plans, including DCPP, RRSP, and TFSA.
• Canada: Vacation, personal time, and paid holidays.
• Employees are eligible for a bonus; equity may be offered depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree