Manager, Data Center Support Services

Oracle•Abilene, TX

About The Position

Manages teams responsible for end-to-end hardware installation and troubleshooting, network communications, and support for data center environments, customer environments, and operations. Provides guidance on complex technical problems, manages responses to client outages, addresses escalated operational trends, and ensures problems and resolutions are documented. The role oversees compliance with standard operating procedures, maintenance operation protocols, security controls, and health and safety guidelines. It supports technicians’ training and development, keeps current with industry practices, and manages adherence to data center change-control processes. The manager also collaborates with development teams, customers, contractors, and external vendors to resolve complex issues and ensure quality services and service-level agreement performance. The manager owns execution plans for team work and multiple projects, delegates and prioritizes work, identifies resource needs, and adapts to changing business priorities. Core people-management duties include coaching, performance and goal discussions, identifying development opportunities and skill gaps, interviewing candidates, assessing promotion eligibility, and managing talent resources. The stated U.S. hiring range is $102,300–$209,500 per year. The role may be eligible for a bonus and equity. Oracle describes a comprehensive benefits package, including insurance, retirement savings, paid leave, and other benefits.

Responsibilities

Manage teams performing on-site hardware installation, removal, troubleshooting, configuration work, server component replacement, and server upgrades.
Monitor daily operations for teams maintaining and upgrading servers for existing customers.
Manage teams implementing network communications and solutions, including cabling validation and networking equipment; engage additional resources for complex or unresolved issues.
Manage technical support for data center and customer environments, address identified and escalated trends, and ensure problem resolutions are documented.
Manage responses to client outage situations.
Ensure teams follow established standard operating procedures and maintenance operation protocols.
Oversee implementation, updates, and maintenance of required security controls.
Manage team compliance with health and safety guidelines during on-site work at customer locations and in offices.
Oversee technician training and skill development, and keep current with industry best practices and developments in networking, server maintenance, data center operations, and facility operations.
Manage team adherence to standard operating procedures and maintenance operation protocols for data center change control.
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 service-level agreements for assigned 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 when applicable.
Delegate and prioritize work, identify resource needs, and adapt plans to changing priorities and business needs.
Strengthen partnerships across teams and guide team members in building relationships with business leaders, stakeholders, and customers.
Lead teams in identifying and resolving moderately complex operational and technical issues, including analyzing information from multiple sources to troubleshoot errors.
Seek learning opportunities for self and team, identify skill gaps, and support knowledge-sharing and development.
Recommend process, protocol, and workflow improvements and encourage team members to contribute ideas.
Coach and direct team members, facilitate goal-setting discussions, and identify development opportunities.
Lead candidate interviews, assess promotion eligibility, and manage talent resources.