Data Center Global Support Engineer
Provides escalated 2nd level technical support for complex technical issues which may include leading problem management cases, directing service teams and providing exec-level status
Monitor metrics and drive continuous improvement efforts across Data Center Operations to achieve KPIs and Objectives.
Innovate and Implement strategic improvements to drive down costs and reduce risks/downtime for Data Center Operations.
Provide support and direction for New Region Build and expansion activities, delivering world-class standards.
Implement Global Automation Solutions for the Data Center Operations
Triages issues and takes appropriate actions to support and engineering teams and resolve them effectively.
Provide mentoring and technical direction for local site technicians and Senior Engineers.
Communicates with senior management to advise, influence and determine strategic business needs.
Ensure best in class Oracle standards are followed by staff, vendors and contractors.
Ensure Global Data Center teams manage incidents, problems and changes to the service efficiently and effectively following the agreed and documented processes.
Engages globally with Internal and External groups at all levels to address support issues impacting Data Center Operations.
Setting expectations and monitoring across Data Center Operations globally, quality assure process execution and proactively address concerns with remote team leads.
Evolved decision-making to determine course of action or as an escalation point for Data Center Technicians.
Working on standardization projects for both hardware and software under the Oracle technology stack; while providing consistent system uptime as expected in an IaaS environment.
Ideal Candidate
- Highly service-oriented, reliable, responsible, self-motivated, and enthusiastic.
- Exposure to new technologies (GPU, Liquid Cooling)
- Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.
- Able to work productively in cross-functional teams or resourcefully and independently as an individual.
- Demonstrated examples of process improvement execution
- Experience of Root Cause Analysis (RCA) methodologies
- Experienced in overseeing operational Data Center projects and activities to ensure they are delivered to meet requirements.
- Displays leadership qualities, mentoring, verbal and written communication abilities. Ability to use critical thinking when making decisions in day to day operations.
- Experience in and ability to communicate to executive levels.
- Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.
- Basic APEX tool knowledge preferred
- Experienced with Lean Methodologies (Six Sigma for example)
Basic Qualifications
- Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management, Continual Improvement)
- Proven Experience in Data Center Operations/Technical Support/Engineering
- Solid knowledge of Data Center Infrastructure (Power, Cooling, Structured Cabling, Connectivity etc)
- Fundamental knowledge of network architecture and protocols.
- Data Center Facility/Colo Experience
- Strong knowledge of OCI and Cloud Computing Concepts.
- Experienced in supporting large, Enterprise customers in an IT/Data Center Operations environment
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
- Experience of ITIL/ITSM
Career Level - IC4