Manager, Data Center Support Services

Oracle•Ashburn, VA

About The Position

Manages teams responsible for end-to-end hardware installation and troubleshooting, network communications, and support of data center environments, customer environments, and operations. Provides guidance on complex technical problems, addresses escalated trends, and ensures problem resolutions are documented. Oversees technician training and skill development, and collaborates with development teams and external vendors to resolve complex technical issues. The role also manages operational plans and projects, team performance and development, safety and security compliance, service quality, and continuous improvement.

Responsibilities

Manage teams conducting on-site hardware installation, removal, troubleshooting, configuration, component replacement, and server upgrades.
Monitor daily operations for server maintenance teams serving existing customers at assigned sites.
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, customer, and operational environments; address escalated trends, document resolutions, and manage client outage responses.
Ensure teams follow Standard Operating Procedures (SOPs), Maintenance Operation Protocols (MOPs), and operational Data Center Change Control processes.
Oversee implementation, updates, and maintenance of required security controls, and ensure team compliance with health and safety guidelines during on-site work.
Oversee technician training and skill development, and keep current with best practices and developments in networking, server maintenance, data center operations, and facility operations.
Collaborate 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 (SLAs) for assigned locations.
Oversee quality assurance and provide guidance on process creation and mentorship programs.
Create and execute team work plans for multiple projects or initiatives; monitor timelines and budgets when applicable, delegate work, help prioritize tasks, identify resource needs, and adapt plans to changing priorities.
Build cross-team partnerships and guide team members in working with business leaders, stakeholders, and customers.
Lead the team in identifying and resolving moderately complex operational or technical issues, including analyzing information from multiple sources to troubleshoot errors.
Seek learning opportunities for self and the team, identify skill gaps, and support knowledge-sharing and development.
Recommend process, protocol, and workflow improvements and encourage and review team members' ideas.
Coach and direct team members, facilitate goal-setting aligned with team objectives, identify development opportunities, lead candidate interviews, assess promotion eligibility, and manage talent resources.