About This Role

As a leader in the Cloud Hardware support organization, you will be responsible

for leading teams of Datacenter Technicians and/or Field Engineers assigned for

delivery of on-site support, installations, proactive services in a defined

territory and/or data center sites across Thailand. Focuses to meet the required

service levels 24x7, improve and drive customer satisfaction, identify business

opportunities and mitigate any operation gaps. The role involves significant

communication at all levels internally and externally. A primary point of

contact responsible for facilitating and providing advice and assistance on

diverse situations and escalated issues.

RESPONSIBILITIES

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Manages teams conducting end-to-end on-site hardware installation, removing and

troubleshooting hardware and configurations for a region.

-Oversees operations across teams performing server upgrades and component

replacements for an existing customer base for a region.

Datacenter Services Operations-Network Configuration, Installation, and

Augmentation:

-Oversees teams implementing designed and defined network communications and

solutions, including cabling validation and networking equipment for a region.

-Coordinates additional resources or subject matter experts to address highly

complex or unresolved issues.

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

-Oversees data center environments, customer environments, and/or operations for

a region, addresses identified and escalated complex trends, and ensures problem

resolutions are documented.

-Maintains awareness of outage situations for clients and manages major outage

situations for clients ensuring resolution.

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

-Drives adherence to all established Standard Operating Procedures

(SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for a

region.

-Drives the implementation of required security controls, including updates and

maintenance for a region.

-Ensures and leads 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:

-Determines scope of skills and requirement of trainings to advance less

experienced technicians in their understandings and refine technicians' skill

set.

-Drives staying current with industry understanding best practices and

developments in networking and server maintenance, data center and facility

operations, sharing information with others.

Leads teams' adherence to SOPs and MOPs for operational Data Center Change

Control processes.

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

and Leadership:

-Leads collaboration between service and development teams and external vendors

to resolve highly complex technical problems, providing subject matter expertise

around downstream implications.

-Oversees quality of services delivered by vendors and contractors, ensuring

that all Service Level Agreements (SLAs) are being met, and addressing below

standard service.

-Provides guidelines on quality assurance, detailing best practices for process

creation, training, and mentorship.

Core Responsibilities

Planning & Execution:

-Manages multiple medium- to large-scale projects or initiatives across teams,

ensuring timelines, deliverables, and budgets when applicable are monitored and

met. Provides direction to teams on project work, setting priorities, and

aligning with business needs. Guides teams on adjusting plans to accommodate

resource or timeline changes.

Collaboration & Partnership:

-Drives cross-functional partnerships to align on expectations and shared

objectives across multiple teams. Coaches team members to develop strategic

relationships with business leaders, stakeholders, and external partners to

foster collaboration and long-term success. Promotes inclusivity by actively

seeking and listening to diverse perspectives, ensuring others feel heard and

respected.

Problem Solving:

-Provides direction to multiple teams on addressing complex operational and/or

technical issues as well as providing guidance on analyzing complex data and/or

information to identify solutions. Reviews and provides insights into unresolved

or critical issues, helping the team to identify potential solutions.

Continuous Learning:

-Models engaging in continuous learning to deepen expertise and stay ahead of

industry trends, integrating best practices into strategic planning. Leverages

feedback to drive personal and team skill improvements. Identifies skill gaps

across teams and empowers team members to pursue learning and knowledge sharing

opportunities that build their expertise in new areas and coaches them to apply

learnings to advance the organization.

Continuous Improvement:

-Drives team to collaborate on, develop, and implement ideas to increase the

efficiency and effectiveness of processes, protocols, and workflows within and

across teams, providing oversight. Guides team to adopt new ideas for

alternative approaches and methods and encourages feedback for continued

improvement.

Performance and Development:

-Drives performance across teams by providing feedback and coaching in alignment

with performance management processes, guidelines, and expectations. Discusses

development goals with team members, shares opportunities to facilitate career

development, and ensures individual goals are aligned with broader

organizational goals. Develops and manages talent acquisition pipeline by

leading candidate interviews, monitoring promotion eligibility, and/or

orchestrating talent resources.

QUALIFICATIONS

Minimum Job Qualifications

Education and/or Experience:

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

data center, or related field experience

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

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

data center, or related field experience

Master's Degree in Computer Science, Information Systems, or related field AND 3

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

center, or related field experience

Doctorate in Computer Science, Information Systems, or related field AND 1 year

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

center, or related field experience.

Job Skills:

Same skills as prior level plus;

Technical Leadership: Demonstrated ability to provide technical leadership and

mentoring on complex projects.

Data Center Operations Demonstrated ability to perform on-site IT infrastructure

support within a data center environment.

Preferred Job Qualifications

Education and/or Experience:

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

data center, or related field experience

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

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

data center, or related field experience

Master's Degree in Computer Science, Information Systems, or related field AND 3

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

center, or related field experience

Doctorate in Computer Science, Information Systems, or related field AND 1 year

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

center, or related field experience.

People Leadership/Management Experience:

2 years of experience in a leadership role with direct reports.

IT Infrastructure/Server Trouble Shooting Experience:

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

administration.

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