Principal Data Center Support Technician Oracle

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8 Santa Clara, CA Job Details Full-time 9 hours ago Qualifications Project team coordination Data center services Managing technical support teams Stakeholder engagement On-site technical support Operations management Responding to infrastructure failures Network communication equipment reconfiguration Team leadership Standard Operating Procedures (SOPs) implementation Safety regulations Improving system uptime or availability Coaching IT system monitoring Equipment installation Field engineering on-site equipment repair Hardware maintenance Incident Escalation Personal protective equipment (PPE) adherence Talent development Inclusive leadership practices Team development Technical solutions implementation Quality assurance Operational risk mitigation Team training Hardware configuration Customer support ticket management Mentoring Scripting Full Job Description Assists in distributing tasks to team and conducts end-to-end hardware installation and troubleshooting. Leads cabling validation and problem solving to establish error free connections. Monitors, reviews, and analyzes ticket queues and/or console alarm error messaging, addressing complex incidents.

Trains advance fix and repair techniques that align with corporate objectives. Acts as a technical liaison for technical and non-technical teams, providing subject matter expertise to identify and resolve resiliency, reliability, and availability risks.

Key Responsibilities Datacenter Services Operations-Break/Fix and Hardware Maintenance:

• Assists in distributing tasks to team and conducts end-to-end on-site hardware installation, removing and troubleshooting hardware without disturbing critical infrastructure, and configurations independently, and leading diagnostics and collecting customer solution sign-offs.
• Replaces server components and upgrades servers for existing customer base, independently, reporting results upon completion.

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

• Implements designed and defined network communications and solutions, including cabling an networking equipment, independently, communicating across teams and providing management upward feedback on implementation task approaches.
• Leads cabling validation, ensuring network environment build and connectivity is established, scripting to verify that devices are connected and free from transmission errors, link errors, and bottlenecks, and problem solving to establish error free connections.

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

• Monitors, reviews, and analyzes ticket queues and system logs and/or console alarm error messaging assigned environments, addressing complex incidents.
• Implements technical solutions to enhance and/or trouble the system within Service Level Agreements (SLAs), identifies and escalates trends, and documents 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 within site rules, colocation vendor rules/or data center site, and signs-off.
• Follows and monitors implemented required security controls.
• Utilizes principles of compliance and health and safety, and acts as a lead to ensure 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-Continuous Improvement:

• Trains advance fix and repair techniques that align with corporate objectives.
• Begins to stay current with industry understanding best practices and developments in networking and server maintenance.
• Facilitates adherence to SOPs and MOPs for operational Data Center Change Control processes.
• Analyzes issues for repeating problems or trends, escalating identified issues to external experts and operations team, and engaging global team about local issues, and starts to propose solutions.

Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:

• 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 that internal and/or external teams are delivering quality services and that all SLAs are being met.
• Contributes to quality assurance through process creation and review and assists in the training of new or less experienced peers.

Core Responsibilities Planning & Execution:

• Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative.

Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines.

Collaboration & Partnership:

• Collaborates across the organization to align on expectations and achieve shared objectives.

Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.

Problem Solving:

• Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices.

Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions. Reviews, contributes to, and documents problem solving strategies.

Continuous Learning:

• Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices.

Proactively seeks and leverages ongoing feedback and training to improve skills. Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams.

Continuous Improvement:

• Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders.

Solicits feedback from others on ideas for alternative approaches and methods for continued improvement.

Performance and Development:

• Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.