Lead Data Center Support Services Technician

Job Description

Leads complex, data center hardware support services to ensure resilience, reliability, and availability igns, 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 teammates, uplifts best practices, and influences policy and process changes that improve performance across the group and organization.

• Oversee lifecycle management for servers and components; set standards for diagnosis, replacement, and performance validation without impacting critical workloads.
• Coach teams on advanced power distribution practices and complex hardware interventions; validate that work meets reliability, safety, and SLA objectives.
• Lead planning, risk assessment, and execution governance for large‑scale network builds and migrations; validate architecture, cabling, and end‑to‑end connectivity.
• Define acceptance criteria and sign‑off gates for network changes; ensure interoperability and error‑free integration with upstream and downstream systems.
• Own the escalation queue and trend analysis; direct complex investigations, establish fix‑forward plans, and ensure high‑quality documentation of resolutions within SLAs.
• Shape the ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed.
• Govern adherence to SOPs/MOPs and site rules for all high‑risk work; ensure alignment with physical security procedures, local regulations, and audit requirements.
• Ensure comprehensive documentation, audit trails, and change records; prepare for and lead compliance reviews and remediations.
• Lead post‑incident reviews and enterprise‑level RCAs; socialize learnings and implement durable design/process changes that reduce risk across the fleet.
• Partner with engineering to mitigate availability risks, reduce single points of failure, and improve observability and alert fidelity.
• Mentor technicians and specialists; set expectations for execution quality, safety, and customer focus; build capability through training and coaching.
• Influence staffing and readiness plans for on‑call and peak events; model inclusive practices and cross‑team collaboration.

• Bachelor of Science degree in Computer Science, Information Systems, or equivalent work experience.
• Recent graduates encouraged to apply if they demonstrate interest and knowledge and a willingness to learn on the job.
• Prefer 2‑5 years of data center experience; 4 years for development preferred.
• Experience working in a mission‑critical operations environment.
• Physical ability to lift up to 25 kg, work in cramped spaces or elevated locations, lift 50 lbs. and climb a 9 ft. ladder; stand for up to 12 hours.
• Thorough understanding of data center design, including electrical and cooling plant operation.
• Airflow management expertise (hot aisle, cold aisle, containment, etc.).
• Rack and stack equipment including commissioning of new racks.
• Strong structured cabling skills on fiber and copper (e.g., loom, term & test).
• Fully competent in own area of expertise; anticipates problems and develops contingency plans.
• Leadership experience is a must—minimum 10 people in a quickly changing environment.
• Able to carry out directives without supervision, resolve issues independently, and apply stop‑gaps for damage control.
• Able to address not only technicians but management as well; coordinate with peer‑level ICs and formulate solutions to a multitude of problems.
• Able to guide junior technicians and instruct them on proper etiquette and protocol.
• Ability to stand for up to 12 hours.

• Systems administration (Linux and/or Windows Servers – especially command‑line based).
• Hardware repair, diagnosis, and break/fix.
• Networking fundamentals (DNS, TCP/IP, basic troubleshooting).
• IT hardware concepts (RAID, SAN, x86…