Senior Data Center Support Services Technician

Oracle•Phoenix, AZ

4d•Onsite

About The Position

Supervises ongoing critical environment maintenance and repair for all service lines with major impact on achieving pre-defined service level agreements (SLAs). Oversees medium-level impact projects and coordinates with relevant stakeholders. Manages incidents that impact Data Center infrastructure services and drives proactive and timely resolution of such incidents. Ensures alignment of own work with safe working practices. Oversees on-site data centers operations in relation to the engineering infrastructure, identifying risks and gaps and troubleshooting as required. Follows and adapts policies and procedures. Participates in training programs for newer members of the team.

Requirements

5 years of experience in client-facing, direct customer support and service, data center, or related field experience OR High School Diploma, General Educational Development, or equivalent AND 4 years of experience in client-facing, direct customer support and service, data center, or related field experience OR Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience.
Technical Leadership: Demonstrated ability to provide technical leadership and mentoring on complex projects.
Incident Management and Response: Demonstrated ability to respond to and resolve incidents quickly to maintain business continuity.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
3 years of experience in IT infrastructure, data center services, or server administration.

Nice To Haves

5 years of experience in client-facing, direct customer support and service, data center, or related field experience OR High School Diploma, General Educational Development, or equivalent AND 4 years of experience in client-facing, direct custome OR Associate Degree in Computer Science, Information Technology, Data Center Operations or related field AND 3 years of experience in client-facing, direct customer support and service, data center, or related field experience.
3 years of experience in hyperscale cloud environments.
Data Center or Cloud Industry Certifications.

Responsibilities

Identifies opportunities for other team members to work with of servers and server components and main hardware to ensure efficient performance for its entire lifecycle.
Guides and coaches less experienced technicians on best practices for the power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.
Guides and instructs less experienced technicians on best practices for implementing -designed and defined network communications and solutions, signing off on client configurations within environments.
Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free.
Monitors and assigns work in ticketing environment, mentoring less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, potentially identifying and escalating trends, and documenting steps or resolutions involved in maintaining the environments.
Oversees adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks, ensuring all work stays in sync with site rules, colocation vendor rules, and signs-off within a data center and/or customer site environments.
Upholds and ensures established security procedures, considering applicable local regulations, conducting functional testing of security.
Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office, with limited supervision.
Trains advance fix and repair techniques that align with corporate objectives and adheres to SOPs and MOPs for operational Data Center Change Control processes.
Identifies repeating problems or trends, escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
Analyzes issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Leads collaboration efforts with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.
Acts as a technical liaison for technical and non-technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
Ensures contractors and vendors deliver quality services and that all SLAs are being met.
Contributes to quality assurance through process creation and training of less experienced peers.
Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions. Provides guidance to team members on shifting priorities and resources according to team needs.
Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.
Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team. Collects and reviews data and/or information to troubleshoot complex errors.
Embraces continuous learning by actively seeking to build knowledge and learning new skills and/or tools and staying current with trends and best practices in one's field. Seeks out and leverages feedback and advanced training to improve skills.
Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.