Incident and Problem Product Manager

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 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 Incident and Problem Product Manager is responsible for the design, governance, and continual improvement of the Incident and Problem Management processes as products within the ServiceNow platform.

This role focuses on facilitating improvements, deploying the process within ServiceNow, and refining requirements to align with business objectives and platform capabilities. The Product Manager balances stakeholder priorities, data-driven insights, and ServiceNow functionality to deliver scalable, efficient, and customer-focused process outcomes.

This position collaborates with business and technical teams across Data Center Operations, Network Operations, and the Digital Innovation Office to drive process maturity and enhance Equinix's global Service Management capability and customer experience.

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

 

Qualifications

• 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

Skills and Attributes

Required

• ITIL Certification (Incident and Problem Management focus)

Nice to Have

• 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

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 99, ,000 CAD / Annual

United States - Dallas Infomart Office DAI : 103, ,000 USD / 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.

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