Senior Manager, Data Center Support Services

Job description

Manages teams conducting end-to-end hardware installation and troubleshooting. Oversees teams implementing network communications and solutions. Oversees data center environments, customer environments, and/or operations for a region, addresses identified and escalated complex trends, and ensures problem resolutions are documented. Determines scope of skills and requirement of trainings to advance less experienced technicians in their understandings and refine technicians' skill set.

Leads collaboration between service and development teams and external vendors to resolve highly complex technical problems, providing subject matter expertise around downstream implications.

Responsibilities

Key Responsibilities

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

• Manages teams conducting end-to-end on-site hardware installation, removing and troubleshooting hardware and configurations for a region.
• Oversees operations across teams performing server upgrades and component replacements for an existing customer base for a region. Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
• Oversees teams implementing designed and defined network communications and solutions, including cabling validation and networking equipment for a region.
• Coordinates additional resources or subject matter experts to address highly complex or unresolved issues. Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
• Oversees data center environments, customer environments, and/or operations for a region, addresses identified and escalated complex trends, and ensures problem resolutions are documented.
• Maintains awareness of outage situations for clients and manages major outage situations for clients ensuring resolution. Safety and Compliance-Safety, Security, Compliance, and Documentation:
• Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for a region.
• Drives the implementation of required security controls, including updates and maintenance for a region.
• Ensures and leads team's 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.

Continuous Improvement

• Determines scope of skills and requirement of trainings to advance less experienced technicians in their understandings and refine technicians' skill set.
• Drives staying current with industry understanding best practices and developments in networking and server maintenance, data center and facility operations, sharing information with others. Leads teams' adherence to SOPs and MOPs for operational Data Center Change Control processes. Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
• Leads collaboration between service and development teams and external vendors to resolve highly complex technical problems, providing subject matter expertise around downstream implications.
• Oversees quality of services delivered by vendors and contractors, ensuring that all Service Level Agreements (SLAs) are being met, and addressing below standard service.
• Provides guidelines on quality assurance, detailing best practices for process creation, training, and mentorship.

Core Responsibilities

Planning & Execution:

• Manages multiple medium- to large-scale projects or initiatives across teams, ensuring timelines, deliverables, and budgets when applicable are monitored and met. Provides direction to teams on project work, setting priorities, and aligning with business needs.

Guides teams on adjusting plans to accommodate resource or timeline changes.

Collaboration & Partnership

• Drives cross-functional partnerships to align on expectations and shared objectives across multiple teams. Coaches team members to develop strategic relationships with business leaders, stakeholders, and external partners to foster collaboration and long-term success.

Promotes inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.

Problem Solving

• Provides direction to multiple teams on addressing complex operational and/or technical issues as well as providing guidance on analyzing complex data and/or information to identify solutions.

Reviews and provides insights into unresolved or critical issues, helping the team to identify potential solutions.

Continuous Learning

• Models engaging in continuous learning to deepen expertise and stay ahead of industry trends, integrating best practices into strategic planning. Leverages feedback to drive personal and team skill improvements.

Identifies skill gaps across teams and empowers team members to pursue learning and knowledge sharing opportunities that build their expertise in new areas and coaches them to apply learnings to advance the organization.

Continuous Improvement

• Drives team to collaborate on, develop, and implement ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within and across teams, providing oversight.

Guides team to adopt new ideas for alternative approaches and methods and encourages feedback for continued improvement.

Performance and Development

• Drives performance across teams by providing feedback and coaching in alignment with performance management processes, guidelines, and expectations. Discusses development goals with team members, shares opportunities to facilitate career development, and ensures individual goals are aligned with broader organizational goals.

Develops and manages talent acquisition pipeline by leading candidate interviews, monitoring promotion eligibility, and/or orchestrating talent resources.

Qualifications

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: $108,300 to $264,100 per annum. May be eligible for bonus, equity, and compensation deferral. 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 7. 401(k) Savings and Investment Plan with company match 8.

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. 9. 11 paid holidays 10.

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. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. 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 - M3