Leads complex, data center hardware support services to ensure resilience, reliability, and availability at scale. Designs, governs, and signs off on advanced change activities and site augmentations, driving standardization of SOPs/MOPs across regions. Serves as the highest operational escalation point for incidents, leading cross-functional triage, root-cause analysis, and long-term corrective actions. Partners with engineering, capacity, networking, and security teams to anticipate risks, implement architectural improvements, and automate repeatable workflows. Mentors and develops team mates, uplifts best practices, and influences policy and process changes that improve performance across the group and organization.
**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.
**Minimum Job Qualifications ** **Education and/or Experience: ** 6 years of experience in client-facing, direct customer support and service, data center, or related field experience.
OR
High School Diploma, General Educational Development (GED), or equivalent AND 5 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 4 years of experience in client-facing, direct customer support and service, data center, or related field experience. **IT Infrastructure/Server Trouble Shooting Experience: ** 4 years of experience in IT infrastructure, data center services, or server administration.
**Preferred Job Qualifications ** **Education and/or Experience: ** 6 years of experience in client-facing, direct customer support and service, data center, or related field experience.
OR
High School Diploma, General Educational Development (GED), or equivalent AND 5 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 4 years of experience in client-facing, direct customer support and service, data center, or related field experience. **Cloud Environment (Hyperscale) Experience: ** 4 years of experience in hyperscale cloud environments. Certifications: Data Center or Cloud Industry Certifications
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $32.84 to $67.88 per hour; from: $68,300 to $141,200 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
- 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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC3