Equinix · 2 days ago
Incident and Problem Product Manager
Dallas Infomart Office DAI
Full-time
Hybrid
Senior Level
CAD$99K/yr - CAD$149K/yr
5+ years expEquinix is the world’s digital infrastructure company®, enabling innovations that enrich our work, life, and planet. The Incident and Problem Product Manager is responsible for the design, governance, and continual improvement of Incident and Problem Management processes within the ServiceNow platform, collaborating with various teams to enhance service management capabilities and customer experience.
Cloud Data ServicesData CenterInformation TechnologyInfrastructureInternetSoftware
Responsibilities
Own the Incident and Problem processes as products within the ServiceNow platform, ensuring alignment with ITIL best practices, enterprise standards, and ServiceNow governance
Drive process and platform improvements through analysis of operational data, stakeholder feedback, and emerging business needs
Translate business and operational requirements into actionable user stories and technical specifications for ServiceNow configuration and automation
Document and maintain process frameworks, including workflows, directives, and governance standards that define how Incident and Problem Management operate within Equinix
Facilitate cross-functional collaboration to balance stakeholder priorities and ensure consistency between process intent and system implementation
Establish and monitor KPIs and performance metrics, using data insights to guide continuous improvement and enhance process efficiency
Perform gap and trend analyses, using ITIL, Lean, and Agile principles to identify opportunities for simplification, automation, or improved customer experience
Champion process adoption and change enablement, developing and maintaining communication, training, and awareness materials
Manage and prioritize the ServiceNow product backlog for Incident and Problem Management, coordinating deployments and enhancements through Agile delivery cycles
Serve as a bridge between operations, IT, and ServiceNow platform teams, ensuring technical feasibility, platform sustainability, and alignment with Equinix’s digital strategy
Promote data quality and root cause discipline, leveraging ServiceNow reporting and analytics to drive actionable insights and preventive improvements
Qualification
Required
Demonstrated experience in Incident and Problem Management within large, complex organizations (preferably in a service provider or global operations context). Typically 5+ years of experience
Proven ability to manage ITSM processes as products, with experience defining requirements, influencing design decisions, and managing stakeholder expectations
Strong background in ServiceNow enablement and ITSM process implementation, including workflow configuration, automation, and reporting
Experience in continuous improvement frameworks (Lean, Agile, or ITIL CSI) to evolve process maturity
ITIL Certification (Incident and Problem Management focus)
Preferred
Scrum, Lean Six Sigma, or ServiceNow System Administrator Certification
Strong analytical and problem-solving skills with the ability to identify improvement opportunities and drive them to completion
Excellent communication and stakeholder management skills, able to influence across business and technical audiences
Adept at translating complex requirements into simple, actionable steps and fostering alignment across diverse teams
Proven ability to work independently and manage ambiguity while balancing multiple priorities
Strategic thinker who is detail-oriented and committed to quality, governance, and scalability
Benefits
Employee Assistance Program
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.
Company
Equinix
Equinix is an internet company that provides data center services for companies, businesses, and organizations.
10001+ employees
H1B Sponsorship
Equinix has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (113)
2024 (157)
2023 (117)
2022 (121)
2021 (179)
2020 (122)
Funding
Current Stage
Public CompanyTotal Funding
$4.27BKey Investors
Elliott Management Corp.Crosslink Capital
2025-11-19Post Ipo Debt· $499.92M
2025-07-22Post Ipo Equity
2025-03-17Post Ipo Debt· $374.96M
Leadership Team
Adaire Fox-Martin
Chief Executive Officer & President
Keith Taylor
Chief Financial Officer
Recent News
2026-01-14
2026-01-11
Company data provided by crunchbase