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, and drives standardization of SOPs/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 team members, 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, advanced hardware interventions, power distribution practices, network builds and migrations, complex troubleshooting, and incident response. It governs high-risk work to ensure safety, security, compliance, documentation, and audit readiness. It also leads continuous-improvement efforts, collaborates with engineering and other teams to reduce availability risks, and mentors technicians and specialists. This is a non-managerial escalation and leadership role that drives complex work and supports critical team objectives.
Responsibilities
- Oversee lifecycle management for servers and components and set standards for diagnosis, replacement, and performance validation without affecting 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 is completed within SLAs.
- 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, including physical security procedures, local regulations, audit requirements, and 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, while modeling inclusive practices and cross-team collaboration.
- Drive completion of complex or ambiguous work according to broad project requirements and provide leadership on shifting priorities and resources.
- Collaborate across lines of business to deliver impactful work and support critical objectives, building partnerships based on stakeholder and customer needs.
- Develop and share procedures to identify and resolve complex issues, serving as the team's final non-managerial escalation point and reviewing information to troubleshoot complex errors.
- Seek learning opportunities, new skills and tools, feedback, and advanced training, and stay current with trends and best practices.
- Recommend, implement, and share strategies that improve the efficiency and effectiveness of complex processes, protocols, 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 employee 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
