About This Role

Supervises ongoing critical environment maintenance and repair for all service

lines with major impact on achieving pre-defined service level agreements

(SLAs). Oversees medium-level impact projects and coordinates with relevant

stakeholders. Manages incidents that impact Data Center infrastructure services

and drives proactive and timely resolution of such incidents. Ensures alignment

of own work with safe working practices. Oversees on-site data centers

operations in relation to the engineering infrastructure, identifying risks and

gaps and troubleshooting as required. Follows and adapts policies and

procedures. Participates in training programs for newer members of the team.

RESPONSIBILITIES

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Identifies opportunities for other team members to work with of servers and

server components and main hardware to ensure efficient performance for its

entire lifecycle.

-Guides and coaches less experienced technicians on best practices for the power

distribution units and/or replacement hardware, removing and troubleshooting

hardware without disturbing critical infrastructure, as needed.

Datacenter Services Operations-Network Configuration, Installation, and

Augmentation:

-Guides and instructs less experienced technicians on best practices for

implementing -designed and defined network communications and solutions, signing

off on client configurations within environments.

-Validates cabling, checking network environment build and connectivity is

established, verifying that devices are connected and error free.

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

-Monitors and assigns work in ticketing environment, mentoring less experienced

technicians or implementing technical solutions to enhance and/or troubleshoot

the system within Service Level Agreements (SLAs) against assigned ticket,

potentially identifying and escalating trends, and documenting steps or

resolutions involved in maintaining the environments.

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

-Oversees adherence to all established Standard Operating Procedures

(SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring

all work stays in sync with site rules, colocation vendor rules, and signs-off

within a data center and/or customer site environments.

-Upholds and ensures established security procedures, considering applicable

local regulations, conducting functional testing of security.

-Ensures 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, with limited supervision.

Continuous Improvement:

-Trains advance fix and repair techniques that align with corporate objectives

and adheres to SOPs and MOPs for operational Data Center Change Control

processes.

-Identifies repeating problems or trends, escalating issues to senior peers

and/or external experts, operations team, and engaging global team about local

issues.

-Analyzes issues for repeating problems or trends, escalating identified issues

to external experts and operations team, and engaging global team about local

issues.

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

and Leadership

-Leads collaboration efforts with project teams/colocation partners to properly

test and validate the installation, operation, and performance of

electrical/mechanical systems and coordinate site utility requirements.

-Acts as a technical liaison for technical and non-technical teams, providing

subject matter expertise to identify and resolve resiliency, reliability, and

availability risks.

-Ensures contractors and vendors deliver quality services and that all SLAs are

being met.

-Contributes to quality assurance through process creation and training of less

experienced peers.

Core Responsibilities

Planning & Execution:

-Completes complex and/or ambiguous tasks in accordance with project

requirements, with limited instructions. Provides guidance to team members on

shifting priorities and resources according to team needs.

Collaboration & Partnership:

-Collaborates across teams to lead the delivery of impactful work and provide

support for critical team objectives. Leverages advanced understanding of

business, stakeholder, and/or customer needs to build partnerships within and

outside of team.

Problem Solving:

-Develops and shares procedures to identify and resolve routine or non-routine

issues, serving as an escalation point for the team. Collects and reviews data

and/or information to troubleshoot complex errors.

Continuous Learning:

-Embraces continuous learning by actively seeking to build knowledge and

learning new skills and/or tools and staying current with trends and best

practices in one's field. Seeks out and leverages feedback and advanced training

to improve skills.

Continuous Improvement:

-Recommends, implements, and shares improvements to improve the efficiency and

effectiveness of complex processes, protocols, and workflows.

QUALIFICATIONS

Minimum Job Qualifications

Education and/or Experience:

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

data center, or related field experience

High School Diploma, General Educational Development, or equivalent AND 4 years

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

center, or related field experience

Associate Degree in Computer Science, Information Technology, Data Center

Operations or related field AND 3 years of experience in client-facing, direct

customer support and service, data center, or related field experience.

Job Skills:

Same as prior level plus;

Technical Leadership: Demonstrated ability to provide technical leadership and

mentoring on complex projects.

Incident Management and Response: Demonstrated ability to respond to and resolve

incidents quickly to maintain business continuity.

Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across

teams and regions to achieve shared business goals.

IT Infrastructure/Server Trouble Shooting Experience:

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

administration.

Preferred Job Qualifications

Education and/or Experience:

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

data center, or related field experience

High School Diploma, General Educational Development, or equivalent AND 4 years

of experience in client-facing, direct custome

Associate Degree in Computer Science, Information Technology, Data Center

Operations or related field AND 3 years of experience in client-facing, direct

customer support and service, data center, or related field experience.

Cloud Environment (Hyperscale) Experience :

3 years of experience in hyperscale cloud environments.

Certifications:

Data Center or Cloud Industry Certifications.

Only Oracle brings together the data, infrastructure, applications, and

expertise to power everything from industry innovations to life-saving care. And

with AI embedded across our products and services, we help customers turn that

promise into a better future for all. Discover your potential at a company

leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why

we’re committed to growing a workforce that promotes opportunities for all with

competitive benefits that support our people with flexible medical, life

insurance, and retirement options. We also encourage employees to give back to

their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the

employment process. If you require accessibility assistance or accommodation for

a disability at any point, let us know by emailing

accommodation-request_mb@oracle.com [accommodation-request_mb@oracle.com] or by

calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants

will receive consideration for employment without regard to race, color,

religion, sex, national origin, sexual orientation, gender identity, disability

and protected veterans’ status, or any other characteristic protected by law.

Oracle will consider for employment qualified applicants with arrest and

conviction records pursuant to applicable law.

About This Role