Manager, Data Center Support Services - Catalyst Military Program

Oracle•Abilene, TX

2h•Onsite

About The Position

Oracle’s Catalyst Military program provides a pathway for transitioning and recently separated service members, veterans, National Guard members, and Reservists to build careers supporting Oracle Cloud Infrastructure. This is a paid career role, not an internship, and prior commercial data center experience is not required. Candidates should bring relevant technical and/or leadership experience, which may come from military service or a combination of military service and other relevant technical experience. The Manager, Data Center Support Services leads teams responsible for onsite hardware installation, maintenance, troubleshooting, network communications, and support of data center and customer environments. The role oversees operational execution, safety and security compliance, technician training, vendor performance, and resolution of technical problems. It also involves planning team work and projects, managing priorities and resources, developing team members, and improving processes. This is a hands-on onsite role in a 24/7/365 data center environment. The position may require biometric-data processing for identity verification and access control. Travel may be required. Visa sponsorship is not available.

Requirements

At least 8 years of relevant technical and/or leadership experience, gained through military service or a combination of military service and other relevant technical experience.
Minimum qualifications include one of the following: 8 years of client-facing, direct customer support and service, data center, or related field experience; a bachelor’s degree in Computer Science, Information Systems, or a related field plus 4 years of such experience; a master’s degree in one of those fields plus 2 years of such experience; or a doctorate in one of those fields.
At least 2 years of experience in IT infrastructure, data center services, or server administration.
Strong problem-solving and troubleshooting skills.
Strong communication, organization, and teamwork skills.
Ability to learn new technologies and technical concepts.
Ability to follow established technical processes and procedures.
Commitment to safety, quality, accountability, and reliable execution.
Ability to work onsite in a 24/7/365 operating environment and work rotating schedules, including nights, weekends, and holidays.
Ability to work 10–12 hour shifts and be on-call during certain periods.
Ability to lift up to 50 pounds, climb a 9-foot ladder, and stand and walk for extended periods.
Ability to travel as required.
Consent to processing of biometric data may be required for identity verification and access control.
Must not require US immigration sponsorship; the posting states that visa sponsorship is unavailable.

Nice To Haves

At least 1 year of leadership experience, with or without direct reports.
At least 3 years of experience in IT infrastructure, data center services, or server administration.
At least 2 years of experience in hyperscale cloud environments.
Data center or cloud industry certifications.
Relevant backgrounds may include information technology and systems; networking and communications; electronics and technical systems; aviation maintenance; electrical, power, HVAC, or cooling systems; equipment maintenance; and technical troubleshooting and fault isolation.

Responsibilities

Manage teams conducting onsite hardware installation, removal, upgrades, maintenance, and troubleshooting.
Monitor daily operations for teams replacing server components and upgrading servers for existing customers.
Manage teams implementing network communications and solutions, including cabling validation and networking equipment installation; provide guidance on complex problems.
Engage additional resources to address complex or unresolved issues.
Manage support for data center environments, customer environments, and operations; address recurring and escalated trends and ensure resolutions are documented.
Manage responses to client outage situations.
Ensure teams follow established Standard Operating Procedures (SOPs) and Maintenance Operation Protocols (MOPs).
Oversee implementation, updates, and maintenance of required security controls.
Manage team compliance with health and safety guidelines, personal protective equipment requirements, site access rules, and site-specific requirements.
Oversee technician training and development and keep current with best practices and developments in networking, server maintenance, data center, and facility operations.
Manage team adherence to data center change-control processes.
Coordinate with development teams and external vendors to resolve complex technical problems and provide subject matter expertise.
Ensure contractors and vendors deliver quality services and meet Service Level Agreements.
Oversee quality assurance and provide guidance on process creation and mentorship programs.
Create and execute plans for team work, projects, and initiatives; monitor timelines and budgets when applicable, delegate work, prioritize tasks, identify resource needs, and adapt plans to changing priorities.
Strengthen partnerships across teams and guide team members in working with business leaders, stakeholders, and customers.
Lead teams in identifying and resolving moderately complex operational and technical issues, including analysis of information from multiple sources to troubleshoot errors.
Seek learning opportunities for self and team, identify skill gaps, and support knowledge-sharing and development.
Identify and recommend improvements to processes, protocols, and workflows, and review ideas for improving team effectiveness.
Coach and direct team members, facilitate goal-setting, identify development opportunities, lead candidate interviews, assess promotion eligibility, and manage talent resources.