Lead Data Center Support Services Technician

Oracle•Abilene, TX

About The Position

Leads complex data center hardware support services to ensure resilience, reliability, and availability at scale. Designs, governs, and approves advanced change activities and site augmentations, and drives 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 teammates, promotes best practices, and influences policy and process changes that improve performance across the group and organization. The role oversees server and component lifecycle management, complex hardware interventions, large-scale network builds and migrations, technical escalations, safety and compliance practices, continuous improvement, and vendor and team collaboration. It also drives complex work to completion, supports critical team objectives, resolves the most complex issues as the final non-managerial escalation point, and develops strategies to improve processes and workflows.

Responsibilities

Oversee lifecycle management for servers and components and set standards for diagnosis, replacement, and performance validation without impacting critical workloads.
Coach teams on advanced power distribution practices and complex hardware interventions, validating work against 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 SLAs.
Shape ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed.
Govern adherence to SOPs, MOPs, site rules, physical security procedures, local regulations, and audit requirements for high-risk work; 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 and peak events; model inclusive practices and cross-team collaboration.
Drive completion of complex or ambiguous work in accordance with broad project requirements and provide leadership on shifting team priorities and resources.
Collaborate across lines of business to deliver impactful work and support critical team objectives, building partnerships based on stakeholder and customer needs.
Develop and share procedures for identifying and resolving complex issues; collect and review information to troubleshoot the most complex errors.
Seek feedback and advanced training, expand knowledge, learn new skills and tools, and stay current with field trends and best practices.
Recommend, implement, and share strategies to improve the efficiency and effectiveness of complex processes, protocols, and workflows.