Senior Data Center Support Services Technician

Visa sponsorship is not available for this role. For clarity purposes, this means that Oracle is not in a position now, or in the future, to offer US immigration sponsorship. This includes, but is not limited to, support of H-1B, TN, O-1, green card or F-1 e.g. EAD, OPT, CPT, I-20, F-1 visa stamp etc.

Key Responsibilities:

Datacenter Services Operations-Break/Fix and Hardware Maintenance:

-Identifies opportunities for other team members to work with of servers and server components and main hardware to ensure efficient performance for its entire lifecycle.
-Guides and coaches less experienced technicians on best practices for the power distribution units and/or replacement hardware, removing and troubleshooting hardware without disturbing critical infrastructure, as needed.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Guides and instructs less experienced technicians on best practices for implementing -designed and defined network communications and solutions, signing off on client configurations within environments.
-Validates cabling, checking network environment build and connectivity is established, verifying that devices are connected and error free.

Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:

-Monitors and assigns work in ticketing environment, mentoring less experienced technicians or implementing technical solutions to enhance and/or troubleshoot the system within Service Level Agreements (SLAs) against assigned ticket, potentially identifying and escalating trends, and documenting steps or resolutions involved in maintaining the environments.

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

-Oversees 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, and signs-off within a data center and/or customer site environments.
-Upholds and ensures established security procedures, considering applicable local regulations, conducting functional testing of security.
-Ensures 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, with limited supervision.
Continuous Improvement:
-Trains advance fix and repair techniques that align with corporate objectives and 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.
-Analyzes issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership
-Leads collaboration efforts with project teams/colocation partners to properly test and validate the installation, operation, and performance of electrical/mechanical systems and coordinate site utility requirements.
-Acts as a technical liaison for technical and non-technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
-Ensures contractors and vendors deliver quality services and that all SLAs are being met.
-Contributes to quality assurance through process creation and training of less experienced peers.

Core Responsibilities:
Planning & Execution:
-Completes complex and/or ambiguous tasks in accordance with project requirements, with limited instructions. Provides guidance to team members on shifting priorities and resources according to team needs.
Collaboration & Partnership:
-Collaborates across teams 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:
-Develops and shares procedures to identify and resolve routine or non-routine issues, serving as an escalation point for the team. Collects and reviews data and/or information to troubleshoot complex errors.
Continuous Learning:
-Embraces continuous learning by actively seeking to build 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 improve skills.
Continuous Improvement:
-Recommends, implements, and shares improvements to improve the efficiency and effectiveness of complex processes, protocols, and workflows.

Requirements:

• Bachelor of Science degree in Computer Science, Information Systems, OR equivalent work experience.
• Prefer 2-5 years of data center experience; 4 years for development preferred
• Experience working in a mission-critical operations environment.
• Thorough understanding of data center design, including electrical and cooling plant & and operation thereof.
• Rack, and stack equipment including commissioning of new racks.
• Strong structured cabling skills on fiber & and copper (e.g looming, term & test).
• Fully competent in own area of expertise-anticipates problems and develops contingency plans
• Leadership experience is a plus
• Able to carry out directive without supervision
• Able to resolve issues on their own and apply stop gaps for damage control
• Able to address not just technicians, but management as well
• Able to guide junior technicians and instruct them on proper etiquette and protocol
• Able to climb a 9 ft. ladder.
• Ability to stand for up to 12 hours

Required systems & hardware expertise:

• Systems administration (Linux and/or Windows Servers - especially command line based).
• Hardware repair, diagnosis & break/fix.
• Networking fundamentals (DNS, TCP/IP, basic troubleshooting).
• IT Hardware Concepts (RAID, SAN, x86 architecture, SCSI, FC, ethernet, iLO).
• Base Operating System Installs and Configuration.
• Core OS Services: SSH, Telnet, RDP, FTP, NFS, DNS, DHCP, Serial communication etc.