Manager, Data Center Support Services

Oracle•Nashville, TN

30d•$102,300 - $209,500

About The Position

The Manager, Data Center Support Services leads teams responsible for end-to-end hardware installation, troubleshooting, network communications, and support of data center and customer environments. The role oversees server maintenance and upgrades, network configuration and installation, outage response, documentation of issue resolutions, and adherence to operational, safety, and security requirements. The manager coordinates with development teams, contractors, and external vendors to resolve complex technical problems and ensure service quality and SLA compliance. The role also plans and delegates team work, coaches employees, supports their development and training, and drives continuous improvement across processes and operations.

Responsibilities

Manage teams conducting on-site hardware installation, removal, troubleshooting, and configuration for data center sites.
Monitor daily operations involving server component replacement and upgrades for existing customers.
Manage teams implementing network communications and solutions, including cabling validation and networking equipment; provide guidance on complex problems.
Engage additional resources to address complex or unresolved issues.
Oversee support for data center environments, customer environments, and operations; address escalated trends and ensure problem resolutions are documented.
Manage responses to client outage situations.
Ensure teams follow Standard Operating Procedures (SOPs) and Maintenance Operation Protocols (MOPs).
Drive implementation, updates, and maintenance of required security controls.
Manage team compliance with health and safety guidelines, including PPE, site access, and site-specific requirements.
Oversee technician training and development of skills and understanding.
Stay current on industry best practices and developments in networking, server maintenance, data center operations, and facility operations.
Manage team adherence to SOPs and MOPs for data center change control processes.
Facilitate collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise on large-scale matters.
Ensure contractors and vendors deliver quality services and meet SLAs for their locations.
Oversee quality assurance and provide guidance on process creation and mentorship programs.
Create and own execution plans for team work and multiple projects or initiatives; monitor timelines and budgets where applicable, delegate work, set priorities, and adjust plans to changing business needs.
Build collaborative partnerships across teams and guide team members in relationships with business leaders, stakeholders, and customers.
Lead teams in identifying and addressing moderately complex operational or technical issues, including analysis of information from multiple sources to troubleshoot errors.
Seek learning opportunities for self and the team, identify skill gaps, and support knowledge-sharing and development.
Identify and recommend process, protocol, and workflow improvements, and review ideas from team members.
Coach and direct team members, facilitate goal setting aligned with team goals, identify development opportunities, lead candidate interviews, assess promotion eligibility, and manage talent resources.