Hybrid Incident and Problem Product Manager

at Equinix

• Job title: Incident and Problem Product Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$99,000 - CA$149,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Toronto, Canada

About the role

• Incident and Problem Product Manager responsible for enhancing ServiceNow processes at Equinix. Collaborating with teams to drive process maturity and improve 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

Requirements

• 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)
• Nice to Have Scrum, Lean Six Sigma, or ServiceNow System Administrator Certification

Benefits

• Employee Assistance Program
• 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.
• 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.