Manager, Data Center Support Services

Oracle • Nashville, TN

5d

About The Position

The Manager, Data Center Support Services manages teams responsible for data center hardware installation and troubleshooting, network communications, and technical support across data center and customer environments. The role manages on-site break/fix work, server component replacements and upgrades, network implementation, client outage response, and resolution documentation. It ensures compliance with operating procedures, security controls, and health and safety requirements while overseeing technician training and development.

The manager coordinates with development teams, contractors, and external vendors to resolve complex technical problems and ensure service quality and service-level agreement compliance. The role also plans and delegates team work across projects, adapts to changing priorities, addresses operational and technical issues, promotes process improvements, and coaches team members through performance and development activities.

Responsibilities

• Manage teams conducting on-site hardware installation, removal, troubleshooting, and configuration work.
• Monitor daily team operations replacing server components and upgrading servers for existing customers.
• Manage teams implementing network communications and solutions, including cabling validation and networking equipment; provide guidance on complex problems and engage additional resources for unresolved issues.
• Manage technical support for data center and customer environments, address identified and escalated routine 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 customer-site requirements.
• Oversee technician training and development and keep current with industry best practices 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 and provide 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 work, help prioritize tasks, 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 addressing moderately complex operational or technical issues, including directing analysis of data from multiple sources to troubleshoot errors.
• Seek learning opportunities for self and team, identify skill gaps, and support learning and knowledge-sharing.
• Identify and recommend process, protocol, and workflow improvements; review team ideas and seek alternative approaches.
• Coach and direct team members in line with performance-management processes, facilitate goal-setting, and identify development opportunities.
• Contribute to talent acquisition by leading candidate interviews, assessing promotion eligibility, and managing talent resources.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance and accidental death and dismemberment coverage
• 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 vacation, with 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
• May be eligible for bonus and equity

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed