Manager, Data Center Support Services

Oracle • Abilene, TX

2d

About The Position

The Manager, Data Center Support Services leads teams responsible for hardware installation and troubleshooting, network configuration and installation, and technical support for data center and customer environments. The role oversees daily operations, outage response, compliance with operational and security controls, technician training, and vendor service quality. It also works with development teams and external vendors to resolve complex technical issues and provides subject matter expertise on large-scale matters.

The manager plans and delegates team work across projects and initiatives, adapting plans to changing priorities and business needs. They guide team members in collaboration, problem solving, continuous learning, and process improvement, and coach employees through performance and development activities. This role contributes to recruiting and talent management by leading candidate interviews, assessing promotion eligibility, and managing talent resources.

Requirements

• At least 8 years of experience in client-facing direct customer support and service, data center, or a related field; alternatively, 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.
• Leadership and management responsibilities, including coaching and directing team members, planning and delegating work, and supporting team performance and development.

Nice To Haves

• At least 1 year of experience in a leadership role, 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.

Responsibilities

• Manage teams performing on-site hardware installation, removal, troubleshooting, and configuration work.
• Monitor daily operations for server component replacements and server upgrades 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, customer, and operational environments; address 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, including personal protective equipment and site-specific requirements.
• Oversee technician training and keep current with industry best practices and developments in networking, server maintenance, data center operations, and facility operations.
• Manage adherence to SOPs and MOPs for data center change-control processes.
• Facilitate collaboration with development teams and external vendors to resolve complex technical problems.
• Ensure contractors and vendors provide quality services and meet Service Level Agreements (SLAs).
• Oversee quality assurance and provide guidance on process creation and mentorship programs.
• Create and execute team work plans for projects and initiatives; monitor timelines and budgets where applicable, delegate work, prioritize tasks, identify resource needs, and adapt plans to changing priorities.
• Build collaborative partnerships across teams and guide team members in working with business leaders, stakeholders, and customers.
• Lead teams in identifying and addressing moderately complex operational or technical issues and analyzing information from multiple sources to troubleshoot errors.
• Pursue learning opportunities, identify team skill gaps, support development, and foster knowledge-sharing.
• Identify and recommend process, protocol, and workflow improvements and encourage and review team members’ ideas.
• Coach and direct team members, facilitate goal setting, identify development opportunities, lead candidate interviews, assess promotion eligibility, and manage talent resources.

Benefits

• Competitive benefits supporting employees with flexible medical, life insurance, and retirement options.
• Volunteer programs supporting employees who give back to their communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Ph.D. or professional degree