Senior Data Center Support Services

Oracle•TX, TX

14h•$74,100 - $148,300

About The Position

This role involves end-to-end hardware installation and troubleshooting, validating cabling, and problem-solving to ensure error-free connections. The position requires monitoring and analyzing ticket queues, addressing non-routine incidents, and escalating complex issues. It also includes facilitating training aligned with corporate objectives and acting as a technical liaison to identify and resolve risks related to resiliency, reliability, and availability.

Requirements

Conducts end-to-end hardware installation and troubleshooting.
Validates cabling.
Problem solving to establish error free connections.
Monitors, reviews, and analyzes ticket queues.
Addresses non-routine incidents.
Escalates more complex or unresolved issues to senior technicians.
Helps facilitate training that aligns with corporate objectives.
Acts as a technical liaison for technical teams.
Provides subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
Replaces server components and upgrades servers.
Implements designed and defined network communications and solutions, including cabling and networking equipment.
Validates cabling, checking network environment build and connectivity is established.
Scripts to verify that devices are connected and free from transmission errors, link errors, and bottlenecks.
Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs).
Follows implemented required security controls.
Utilizes working knowledge to ensure compliance with health and safety guidelines.
Adheres to SOPs and MOPs for operational Data Center Change Control processes.
Identifies repeating problems or trends.
Analyzes issues for repeating problems or trends.
Ensures that internal teams are delivering quality services and that all SLAs are being met.
Independently manages work, monitoring timelines and deliverables.
Proactively prioritizes work and adapts to resource or timeline shifts.
Collaborates across teams to align on expectations and achieve shared objectives.
Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs.
Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Independently identifies and addresses standard and non-standard issues in accordance with standard practices.
Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors.
Contributes to knowledge sharing and best practices.
Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools.
Stays current with industry trends and best practices.
Seeks out and leverages feedback and training to improve skills.
Contributes to a culture of continuous learning and knowledge sharing with team members.
Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
Seeks input from team members on alternative approaches and methods for improving work.

Nice To Haves

Coaching and mentoring others on organizational initiatives.
Receiving feedback through the process.
Escalating more complex or unresolved issues to senior technicians.
Coaching and mentoring others on organizational initiatives.
Escalating issues to senior peers and/or external experts, operations team, and engaging global team about local issues.
Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Begins to contribute to quality assurance through process creation and review and assists in the training of new or less experienced peers.
Suggesting adjustments to maintain project efficiency.
Contributes to knowledge sharing and best practices.
Contributes to a culture of continuous learning and knowledge sharing with team members.
Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
Seeks input from team members on alternative approaches and methods for improving work.

Responsibilities

Conducts end-to-end on-site hardware installation, removing and troubleshooting hardware without disturbing critical infrastructure, and configurations, collecting customer solution sign-offs.
Replaces server components and upgrades servers for existing customer base, with limited supervision, receiving feedback through the process.
Implements designed and defined network communications and solutions, including cabling and networking equipment, independently, coaching and mentoring others on organizational initiatives.
Validates cabling, checking network environment build and connectivity is established, scripting to verify that devices are connected and free from transmission errors, link errors, and bottlenecks, and problem solving to establish error free connections.
Monitors, reviews, and analyzes ticket queues and system logs and/or console alarm error messaging assigned environments, addressing non-routine incidents and escalating more complex or unresolved issues to senior technicians.
Implements technical solutions to enhance and/or trouble the system within Service Level Agreements (SLAs), and documents steps or resolutions involved in maintaining the environments.
Drives 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/or data center site, and signs-off.
Follows implemented required security controls.
Utilizes working knowledge to ensure 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.
Helps facilitate training that aligns with corporate objectives.
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.
Begins to analyze issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Acts as a technical liaison for technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
Ensures that internal teams are delivering quality services and that all SLAs are being met.
Begins to contribute to quality assurance through process creation and review and assists in the training of new or less experienced peers.
Independently manages work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements. Proactively prioritizes work and adapts to resource or timeline shifts, suggesting adjustments to maintain project efficiency.
Collaborates across teams to align on expectations and achieve shared objectives. Builds and maintains a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships. Actively listens to diverse perspectives and asks questions to ensure understanding of others.
Independently identifies and addresses standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate. Analyzes data and/or information from multiple sources to troubleshoot standard and non-standard errors. Contributes to knowledge sharing and best practices.
Embraces continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices. Seeks out and leverages feedback and training to improve skills. Contributes to a culture of continuous learning and knowledge sharing with team members.
Develops ideas and recommends updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team. Seeks input from team members on alternative approaches and methods for improving work.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
May be eligible for bonus and equity.