Senior Data Center Support Services Technician

Oracle•Abilene, TX

10d•$57,500 - $118,200

About The Position

The Senior Data Center Support Services Technician provides advanced operational and technical support in data center environments. The role identifies opportunities to replace or upgrade server components, validates cabling and network connectivity, and monitors and assigns work in a ticketing environment. It mentors less experienced technicians, teaches advanced repair techniques, and ensures work follows standard operating procedures (SOPs), maintenance operation protocols (MOPs), and data center change-control processes. The technician serves as a technical liaison across technical and non-technical teams, helping identify and resolve resiliency, reliability, and availability risks. The position also supports hardware maintenance, network configuration and installation, troubleshooting, safety and compliance, continuous improvement, vendor relationships, and collaboration with project teams and colocation partners. It completes complex or ambiguous tasks with limited instructions, guides team members as priorities shift, serves as an escalation point, and recommends improvements to processes and workflows.

Responsibilities

Identify opportunities for team members to work on servers, server components, and main hardware to ensure efficient performance throughout the equipment lifecycle.
Guide and coach less experienced technicians on power distribution units and replacement hardware, and on removing and troubleshooting hardware 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, network builds, and connectivity, and verify that devices are connected and error-free.
Monitor and assign work in the ticketing environment; mentor technicians or implement technical solutions to enhance or troubleshoot systems within SLAs.
Identify and escalate trends, and document steps and resolutions involved in maintaining environments.
Oversee adherence to SOPs and MOPs, site rules, and colocation vendor rules, and sign off on work in data center or customer-site environments.
Uphold security procedures, consider applicable local regulations, and conduct functional testing of security.
Ensure compliance with health and safety guidelines, including personal protective equipment and site-access or data-site requirements, during on-site work.
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, or operations teams, and engage global teams about local issues.
Lead collaboration with project teams and colocation partners to test and validate electrical and mechanical systems and coordinate site utility requirements.
Act as a technical liaison across technical and non-technical teams, providing expertise to identify and resolve resiliency, reliability, and availability risks.
Ensure contractors and vendors deliver quality services and meet SLAs.
Contribute to quality assurance through process creation and training less experienced peers.
Complete complex or ambiguous tasks in accordance with project requirements, guide team members on shifting priorities and resources, and collaborate across teams to support critical objectives.
Develop and share procedures for routine and non-routine issue resolution, serve as an escalation point, and review data or information to troubleshoot complex errors.
Seek knowledge, training, feedback, skills, and tools to stay current with trends and best practices.
Recommend, implement, and share improvements to complex processes, protocols, and workflows.