Manager, Data Center Support Services

Manages team(s) conducting end-to-end hardware installation and troubleshooting.

Manages team(s) implementing network communications, providing guidance on

complex problems. Manages team(s) supporting data center environments, customer

environments and/or operations, addresses identified and escalated routine

trends, and ensures problem resolutions are documented. Oversees technicians

participation in training to advance their understandings and refine

technicians' skill set, meeting requirements. Facilitates collaboration with

development teams and external vendors to resolve complex technical problems,

providing subject matter expertise around large scale matters.

RESPONSIBILITIES

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Manages team(s) conducting end-to-end on-site hardware installation, removing

and troubleshooting hardware and configurations for a site.

-Monitors daily operations for teams replacing server components and upgrades

servers for existing customer base for a site.

Datacenter Services Operations-Network Configuration, Installation, and

Augmentation:

-Manages team(s) implementing designed and defined network communications and

solutions, including cabling validation and networking equipment, providing

guidance on complex problems.

-Engages additional resources to address complex or unresolved issues.

Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:

-Manages team(s) supporting data center environments, customer environments

and/or operations, addresses identified and escalated routine trends, and

ensures problem resolutions are documented.

-Manages response to outage situations for clients.

Safety and Compliance-Safety, Security, Compliance, and Documentation:

-Ensures adherence to all established Standard Operating Procedures

(SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for team(s).

-Oversees and drives the implementation of required security controls, including

updates and maintenance for a team(s).

-Ensures and manages team's compliance with health and safety guidelines

(including personal protection equipment, site access, or specific data site

compliance) during on-site work at customer locations and at office.

Continuous Improvement:

-Oversees technicians participation in training to advance their understandings

and refine technicians' skill set, meeting requirements.

-Stays current with industry understanding best practices and developments in

networking and server maintenance, data center and facility operations.

-Manages team adherence to SOPs and MOPs for operational Data Center Change

Control processes.

Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations,

and Leadership:

-Facilitates collaboration with development teams and external vendors to

resolve complex technical problems, providing subject matter expertise around

large scale matters.

-Ensures that contractors and vendors are delivering quality services and that

all Service Level Agreements (SLAs) are being met for location(s).

-Oversees quality assurance, providing guidance on process creation and

mentorship programs.

Core Responsibilities

Planning & Execution:

-Creates and owns the execution plan for the team's work and multiple projects

or initiatives, monitoring timelines and budgets when applicable to ensure

projects are completed on time and in adherence with requirements. Delegates

work across the team and helps them prioritize their work. Identifies resource

needs and adapts plans based on changing priorities and business needs.

Collaboration & Partnership:

-Strengthens collaborative partnerships across teams to align on expectations

and shared objectives. Guides team members to build relationships with business

leaders, stakeholders, and/or customers to ensure effective collaboration.

Practices active listening and asks insightful questions to promote an inclusive

culture.

Problem Solving:

-Leads team to identify and address moderately complex operational and/or

technical issues in accordance with standard practices, providing guidance as

appropriate. Directs team to analyze data and/or information from multiple

sources to troubleshoot moderately complex errors.

Continuous Learning:

-Actively seeks learning opportunities for self and team to enhance knowledge

and skills in key areas and remain current with industry advancements. Uses

feedback and training to elevate personal and team skills, modeling a commitment

to learning. Identifies skill gaps within the team and supports team members in

learning opportunities by providing resources and fostering an environment that

encourages knowledge-sharing.

Continuous Improvement:

-Identifies and recommends improvements as well as encourages team to share

ideas to increase the efficiency and effectiveness of processes, protocols, and

workflows within a team. Reviews and provides feedback on team member's ideas

and seeks input from others on alternative approaches and methods for improving

work.

Performance and Development:

-Coaches and provides direction to team members in alignment with performance

management processes, guidelines, and expectations. Facilitates goal setting

discussions with team members, ensuring individual goals are aligned with

broader team goals. Identifies development opportunities to help team member's

improve performance. Contributes to the talent acquisition pipeline by leading

candidate interviews, assessing promotion eligibility, and managing talent

resources.

Visa sponsorship is not available for this role. For clarity purposes, this

means that Oracle is not in a position now, or in the future, to offer US

immigration sponsorship. This includes, but is not limited to, support of H-1B,

TN, O-1, or F-1 e.g. EAD, OPT, CPT, I-20, F-1 visa stamp etc.

QUALIFICATIONS

Minimum Job Qualifications

Education and/or Experience:

8 years of experience in client-facing, direct customer support and service,

data center, or related field experience

OR

Bachelor's Degree in Computer Science, Information Systems, or related field AND

4 years of experience in client-facing, direct customer support and service,

data center, or related field experience

OR

Master's Degree in Computer Science, Information Systems, or related field AND 2

year of experience in client-facing, direct customer support and service, data

center, or related field experience

OR

Doctorate in Computer Science, Information Systems, or related field

Job Skills:

Same skills as prior level

IT Infrastructure/Server Trouble Shooting Experience:

2 years of experience in IT infrastructure, data center services, or server

administration.

Preferred Job Qualifications

Education and/or Experience:

8 years of experience in client-facing, direct customer support and service,

data center, or related field experience

OR

Bachelor's Degree in Computer Science, Information Systems, or related field AND

4 years of experience in client-facing, direct customer support and service,

data center, or related field experience

OR

Master's Degree in Computer Science, Information Systems, or related field AND 2

years of experience in client-facing, direct customer support and service, data

center, or related field experience

OR

Doctorate in Computer Science, Information Systems, or related field

Job Skills:

Same skills as prior level

People Leadership/Management Experience:

1 year of experience in a leadership role with or without direct reports.

IT Infrastructure/Server Trouble Shooting Experience:

3 years of experience in IT infrastructure, data center services, or server

administration.

Cloud Environment (Hyperscale) Experience :

2 years of experience in hyperscale cloud environments.

Certifications:

Data Center or Cloud Industry Certifications.

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