Senior Data Center Support Services Technician

Oracle•NJ, NJ

1d•$57,500 - $118,200

About The Position

The Senior Data Center Support Services Technician supports data center operations through server and hardware maintenance, network configuration and validation, technical troubleshooting, and safety and compliance oversight. The technician guides and coaches less experienced staff, monitors and assigns ticketing work, provides advanced repair training, and helps ensure tasks follow standard operating procedures (SOPs), maintenance operation protocols (MOPs), and data center change control processes. The role acts as a technical liaison for technical and non-technical teams, providing expertise to identify and resolve resiliency, reliability, and availability risks. It also coordinates with project teams, colocation partners, contractors, and vendors to validate systems and services, meet service-level agreements, and improve operational processes. The position handles complex or ambiguous work with limited instructions, serves as an escalation point, and recommends and shares improvements to procedures and workflows.

Responsibilities

Identify opportunities for team members to work on servers, server components, and main hardware to support efficient performance throughout the equipment lifecycle.
Guide and coach less experienced technicians on power distribution units, replacement hardware, and safe hardware removal and troubleshooting without disturbing critical infrastructure.
Guide technicians in implementing designed and defined network communications and solutions, and sign off on client configurations within environments.
Validate cabling and network environment builds, confirm connectivity, and verify devices are connected and error-free.
Monitor and assign work in ticketing systems, mentor technicians, implement technical solutions, troubleshoot systems within SLAs, identify and escalate trends, and document steps and resolutions.
Oversee adherence to SOPs and MOPs, site and colocation vendor rules, and sign-off requirements when work is performed at data centers or customer sites.
Uphold security procedures, consider applicable local regulations, and conduct functional testing of security.
Ensure compliance with health and safety guidelines, including personal protective equipment, site access, and data-site requirements.
Train others in advanced repair techniques aligned with corporate objectives and data center change control processes.
Identify and analyze recurring problems or trends, escalate issues to senior peers, external experts, and operations teams, and engage global teams regarding local issues.
Lead collaboration with project teams and colocation partners to test and validate electrical and mechanical systems and coordinate site utility requirements.
Serve as a technical liaison and subject matter expert to help identify and resolve resiliency, reliability, and availability risks.
Ensure contractors and vendors provide quality services and meet SLAs.
Contribute to quality assurance through process creation and training less experienced peers.
Complete complex or ambiguous tasks with limited instructions and guide team members on shifting priorities and resources.
Collaborate across teams to support critical objectives and build partnerships based on business, stakeholder, and customer needs.
Develop and share procedures for resolving routine and non-routine issues, serve as a team escalation point, and review information to troubleshoot complex errors.
Continuously build knowledge, learn skills and tools, stay current with field trends and best practices, and use feedback and advanced training to improve.
Recommend, implement, and share improvements to complex processes, protocols, and workflows.