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, driving 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 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, power distribution practices, large-scale network builds and migrations, and technical escalations. It governs high-risk work, safety and security practices, compliance, documentation, incident reviews, and continuous improvement. It also mentors technicians and specialists, supports staffing and readiness planning, and collaborates across business lines and teams to deliver critical objectives.
Responsibilities
- Oversee lifecycle management for servers and components, including 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, ensuring interoperability and error-free integration with upstream and downstream systems.
- Own escalation queues 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 and site rules for high-risk work, physical security procedures, local regulations, and audit requirements; 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, sharing lessons and implementing 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 in accordance with project requirements and guide team members through shifting priorities and resource needs.
- Collaborate across Lines of Business to lead impactful work and support critical team objectives, building partnerships based on business, stakeholder, and customer needs.
- Develop and share procedures to identify and resolve complex issues; serve as the team's final non-managerial escalation point and troubleshoot the most complex errors using available data and information.
- Seek to expand knowledge, learn new skills and tools, stay current with field trends and best practices, and use feedback and advanced training to improve skills.
- Recommend, implement, and share strategies that improve the efficiency and effectiveness of complex processes, protocols, and workflows for own and other teams.
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 employee, spouse, and child
- 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 vacation for eligible salaried non-overtime positions and accrued vacation for other eligible employees
- 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 equity eligibility
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
