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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 impact

Facilitate incident bridges and coordinate cross-functional technical teams during critical service outages

Provide timely stakeholder communications and executive updates throughout incident lifecycles

Drive Root Cause Analysis (RCA) reviews and track corrective and preventive actions to closure

Monitor 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 practices

Review and assess change requests for risk, impact, and implementation readiness

Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals are obtained

Monitor change success rates, compliance, and post-implementation outcomes

Drive continuous improvement of change governance and controls

Release Management

Coordinate release planning, scheduling, and deployment activities across multiple technology teams





Maintain and govern release calendars to prevent conflicts and minimize service disruptions

Ensure release readiness through stakeholder alignment and operational preparedness

Conduct post-release reviews and identify opportunities for process enhancement

Event Management

Monitor service events and alerts to proactively identify potential service risks

Coordinate with operational teams to ensure timely response to high-priority events

Analyze event trends and recurring alerts to improve service reliability and performance

Support implementation of monitoring improvements and event management best practices

Service Management Governance

Ensure adherence to IT Service Management (ITSM) processes, policies, and standards

Develop and maintain process documentation, reports, dashboards, and operational metrics

Track SLA, KPI, and operational performance against service targets

Support audit, compliance, and governance requirements related to service operations

Continuous Service Improvement

Identify opportunities to improve service quality, operational efficiency, and customer experience

Lead service improvement initiatives and process optimization efforts

Drive lessons learned from incidents, changes, and releases into actionable improvements

Partner with stakeholders to implement best practices and enhance service performance

Qualifications

Required

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field

5 years of experience in IT Service Management, IT Operations, or Production Support environments

Positive understanding of ITIL principles and service management best practices

Experience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent

Strong stakeholder management, communication, facilitation, and coordination skills

Excellent analytical, problem-solving, and decision-making abilities





Ability to work effectively in high-pressure situations and manage competing priorities

Preferred Qualifications

ITIL Foundation or ITIL 4 Certification

Experience in enterprise-scale or global support environments

Knowledge of Service Level Management, Problem Management, and Operational Governance

Experience in driving process improvements and operational excellence initiatives

Exposure to Agile ways of working and project delivery methodologies

Key Success Metrics

Major Incident resolution and recovery performance

SLA and KPI adherence

Change success and compliance rates

Release deployment effectiveness

Service availability and operational stability

Reduction in recurring incidents and service risks

Successful delivery of service improvement initiatives

Stakeholder 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.

📌 Service Manager III (India)
🏢 Equinix
📍 India