Principal Lead, Digital Workplace Intelligent Operations

Job description

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 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. 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 Qualification 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 Preferred Skills & Experience 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 The targeted pay range for this position in the following location is / locations are: United States - Dallas Infomart Office DAI : 177,000 - 265,000 USD / Annual Canada - Toronto Office TRO : 139,000 - 209,000 CAD / Annual Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position. Equinix Benefits As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work. 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. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion. 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 a new position within our organization.