Data Center Support Services Technician

About the Role

Responsible for effective delivery of technical support and installations in an Oracle Cloud Infrastructure (OCI) datacenter. This includes break-fix tasks, hardware, network, cabling, and rack deployments, site planning, problem escalation, and managing installations.

Key Responsibilities

• Datacenter Services Operations - Break/Fix and Hardware Maintenance:
• Replaces server components, upgrades servers, and proactively maintains hardware to ensure efficient performance.
• Installs power distribution units and/or replacement hardware.
• Removes and troubleshoots hardware without disturbing critical infrastructure.
• Datacenter Services Operations - Network Configuration, Installation, and Augmentation:
• Implements designed and defined network communications and solutions, including cabling and networking equipment environments.
• Validates cabling, checks network environment build and connectivity, and verifies device connections are error-free.
• Technical Support and Troubleshooting:
• Monitors and responds in a ticketing environment.
• Guides less experienced technicians or implements technical solutions within Service Level Agreements (SLAs).
• Documents steps or resolutions involved in maintaining environments.
• Safety, Security, Compliance, and Documentation:
• Drives adherence to all established Standard Operating Procedures (SOPs) and Maintenance Operation Protocols (MOPs).
• Ensures work stays in sync with site rules, colocation vendor rules, and signs-off within a data center and/or customer site environments.
• Upholds established security procedures, considering applicable local regulations.
• Ensures compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work.
• Continuous Improvement:
• Facilitates training that aligns 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 operations teams.
• Engages global teams about local issues.
• Analyzes issues for repeating problems or trends, escalating identified issues to external experts and operations teams.
• Collaboration, Vendor Relations, and Leadership:
• Works with project teams/colocation partners to test and validate the installation, operation, and performance of electrical/mechanical systems.
• Coordinates site utility requirements.
• Acts as a technical liaison for technical teams and provides subject matter expertise to identify and resolve resiliency, reliability, and availability risks.
• Ensures contractors and vendors are delivering quality services and meeting all SLAs.
• Contributes to quality assurance through process creation and assists in training less experienced peers.

Core Responsibilities

• Planning & Execution:
• Completes moderately complex and/or ambiguous assigned tasks.
• Shifts priorities and resources according to team needs.
• Collaboration & Partnership:
• Collaborates with the team to deliver impactful work and provide support for team objectives.
• Leverages understanding of business, stakeholder, and/or customer needs to build partnerships.
• Problem Solving:
• Follows procedures to identify and resolve moderately complex or non-routine issues, escalating as needed.
• Collects and reviews data/information to troubleshoot errors.
• Helps the team address routine issues.
• Continuous Learning:
• Actively seeks to build new knowledge and learn new skills/tools.
• Listens to, addresses, and seeks feedback.
• Role models proactively pursuing training to improve performance.
• Continuous Improvement:
• Recommends ideas to increase efficiency and effectiveness of non-standard processes, protocols, and workflows.

Requirements & Tech Stack

• 24x7 site coverage for Oracle OCI datacenter sites.
• Part of Shift ROTA's to cover 24x7.
• Hardware
• Network
• Cabling
• Rack Deployments
• Site Planning
• Ticketing Queues
• Service Level Agreements (SLAs)
• Standard Operating Procedures (SOPs)
• Maintenance Operation Protocols (MOPs)
• Oracle Cloud Infrastructure (OCI)