Lead Data Center Support Services Technician
About The Position
Leads complex data center hardware support services to ensure resilience, reliability, and availability at scale. Designs, governs, and signs off on advanced change activities and site augmentations, while driving standardization of SOPs and MOPs across regions. Serves as the highest operational escalation point for incidents, leading cross-functional triage, root-cause analysis, and long-term corrective actions. Partners with engineering, capacity, networking, and security teams to anticipate risks, implement architectural improvements, and automate repeatable workflows. Mentors and develops teammates, promotes best practices, and influences policy and process changes that improve performance across the group and organization. The role provides leadership on complex or ambiguous work, shifting priorities and resources as team needs change. It collaborates across lines of business to deliver impactful work and support critical objectives, and acts as the team's final non-managerial escalation point for complex issues. The technician also models continuous learning and recommends and implements improvements to processes, protocols, and workflows.
Responsibilities
- Oversee the lifecycle management of servers and components, setting standards for diagnosis, replacement, and performance validation while protecting critical workloads.
- Coach teams on advanced power distribution practices and complex hardware interventions, and validate that work meets reliability, safety, and SLA objectives.
- Lead planning, risk assessment, and execution governance for large-scale network builds and migrations; validate architecture, cabling, and end-to-end connectivity.
- Define acceptance criteria and sign-off gates for network changes and ensure interoperability and error-free integration with upstream and downstream systems.
- Own the escalation queue and trend analysis; direct complex investigations, establish fix-forward plans, and ensure resolution documentation meets quality and SLA expectations.
- Shape ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed.
- Govern adherence to SOPs, MOPs, and site rules for high-risk work; ensure alignment with physical security procedures, local regulations, and audit requirements, and verify functional testing of security controls.
- Ensure comprehensive documentation, audit trails, and change records; prepare for and lead compliance reviews and remediations.
- Lead post-incident reviews and enterprise-level root-cause analyses, share learnings, and implement durable design and process changes to reduce fleet-wide risk.
- Partner with engineering to mitigate availability risks, reduce single points of failure, and improve observability and alert fidelity.
- Mentor technicians and specialists, set expectations for execution quality, safety, and customer focus, and build capability through training and coaching.
- Influence staffing and readiness plans for on-call coverage and peak events, while modeling inclusive practices and cross-team collaboration.
- Drive completion of complex or ambiguous work in accordance with broad project requirements and guide team members on shifting priorities and resources.
- Develop and share procedures for identifying and resolving complex issues; collect and review information to troubleshoot the most complex errors.
- Seek out learning, feedback, advanced training, and new skills or tools, and recommend and implement strategies to improve complex processes and workflows.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short-term and long-term disability
- Life insurance and AD&D
- Supplemental life insurance for employees, spouses, and children
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Paid time off, including flexible or accrued vacation depending on eligibility and position
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
- Potential eligibility for equity
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
