Lead Data Center Support Services Technician

Works on-site to support OCI Hyperscale data center deployments and expansions in a mission-critical operations environment. Acts as a CHS technical Subject Matter Expert (SME) and point of contact in the field, ensuring deployment activities meet deadlines, SLAs, and quality standards.

• Completes role largely independently within defined policies and procedures, and works across organizations and teams to support new deployments and expansions. Exercises excellent interpersonal and communication skills, both written and verbal.
• Supports all work inside the data center and engages resources to resolve issues beyond their expertise.
• Acts as a hardware support expert liaison to other technical and non-technical teams (e.g., networking, compute, compliance, business operations).
• Demonstrates strong adherence to processes and serves as a Process Champion.
• Possesses excellent knowledge of networks, operating systems, hardware, concepts, repair, and diagnosis.
• Possesses excellent knowledge of data center design, including electrical and cooling plant operation.
• Develops and verifies proper procedures for supporting data center infrastructure.
• Understands when and where to escalate support issues and proactively engages external groups when there are issues affecting data center deployments and operations.
• Provides technical training to peers and more junior DCTs.
• A good level of spoken English is required.

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

• Oversees lifecycle management for servers and components; sets standards for diagnosis, replacement, and performance validation without impacting critical workloads
• Coaches teams on advanced power distribution practices and complex hardware interventions; validates that work meets reliability, safety, and SLA objectives

Datacenter Services Operations-Network Configuration, Installation, and Augmentation:

• Leads the planning, risk assessment, and execution governance for large-scale network builds and migrations; validates architecture, cabling, and end-to-end connectivity
• Defines acceptance criteria and sign-off gates for network changes; ensures interoperability and error-free integration with upstream and downstream systems

Technical Support and Trouble Shooting:

• Owns the escalation queue and trend analysis; directs complex investigations, establishes fix-forward plans, and ensures high-quality documentation of resolutions within SLAs
• Shapes the ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed

Safety and Compliance-Safety, Security, Compliance, and Documentation:

• Governs adherence to SOPs/MOPs and site rules for all high-risk work; ensures alignment with physical security procedures, local regulations, and audit requirements; verifies functional testing of security controls
• Ensures comprehensive documentation, audit trails, and change records; prepares for and leads compliance reviews and remediations

Continuous Improvement:

• Leads post-incident reviews and enterprise-level RCAs; socializes learnings and implements durable design/process changes that reduce risk across the fleet
• Partners with engineering to mitigate availability risks, reduce single points of failure, and improve observability and alert fidelity

Collaboration, Vendor Relations, and Leadership:

• Mentors technicians and specialists; sets expectations for execution quality, safety, and customer focus; builds capability through training and coaching
• Influences staffing and readiness plans for on-call and peak events; models inclusive practices and cross-team collaboration

Core Responsibilities

• Planning & Execution - Drives completion of complex and/or ambiguous work areas in accordance with broad project requirements. Provides leadership to team members on shifting priorities and resources according to team needs.
• Collaboration & Partnership - Collaborates across Lines of Business 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.
• Problem Solving - Proactively develops and shares procedures to identify and resolve complex issues, serving as the final non-managerial escalation point for the team. Collects and reviews data and/or information to troubleshoot the most complex errors.
• Continuous Learning - Models continuous learning by actively seeking to expand 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 refine improve skills.
• Continuous Improvement - Recommends, implements, and shares strategies to improve the efficiency and effectiveness of complex processes, protocols, and workflows for own and other teams.

Career Level - OP5