Senior Data Center Manager

Job Description

The Data Center Manager (DCM) leads a team of Data Centre Technicians supporting Oracle business including OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud, C@C, and On-Prem. The DCM is responsible for all Cloud Hardware Support activities such as break/fix, installations, inventory management, and quality control within a specific territory. Key responsibilities include ensuring 24/7 onsite service level adherence to SLAs/OLAs, fostering customer relationships, resolving conflicts, managing escalations, documenting issues, driving process improvements, people management, translating Oracle goals into team objectives, performance evaluations, employee development and hiring.

The DCM oversees KPI improvements, shift planning, SLA compliance, escalation handling and team communications. Incident Management ensures swift resolution and hardware support for all major incidents. They also lead hardware deployments, ensuring IT capacity through installations, updates and cabling, manage service requests and uphold operational excellence through 5S standards. Data Centre Compliance oversight includes audits, security measures, training and corporate policy adherence.

Inventory control is maintained through accurate audits, processing RMAs, managing parts delivery and shipping. Additional responsibilities include supporting Cloud at Customer and On-Premise hardware and possibly managing Sub Co engagements, including performance oversight and contract negotiations.

• The role involves significant communication at all levels internally and externally and requires a 24/7 commitment to participate in the manager on duty on‑call rotation program.
• Knowledge and hands‑on experience with relevant OCI system tools and processes.
• Ensure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met through execution of quality productivity improvement efforts and understanding Oracle strategies.
• Full understanding of all related escalation and incident management processes and best practices.
• This role is a manager of multidisciplinary individual contributors at scale within a cloud data centre space and HW field support territory.
• Experienced IT professional with people‑management ability and a deep technical grounding in the physical aspects of IT service delivery.

• Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, Multicloud, C@C) in the assigned territory.
• Manage day‑to‑day operations in Cloud Hardware Support of all data‑center sites/DRCCs/C@C under your area in a 24/7 mission‑critical environment.
• Ensure 24/7 onsite service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
• Pro‑active resource planning to meet SLAs and presence requirements.
• Facilitate customer relationships and serve as a primary contact for customers, service teams and partners, aiding in diverse customer situations and escalated issues.
• Coordinate and resolve conflicts, following best practices.
• Act as the liaison between various Oracle data centre environments and management.
• Handle and manage all levels of communications successfully (internal and external), communicating with multiple teams and stakeholders on multiple projects such as DCO, Build, Incident Managers.
• Document and address issues raised in regular meetings with DCO Management and other partners.
• Implement and reinforce operational process improvements.
• Ensure timely delivery of services and tasks.
• Effectively report progress, KPIs and incidents upwards.
• Primary point of contact for the Data Center Manager.
• Primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.
• Negotiate and coordinate with local vendors and be expected to drive performance and expectations.
• Grow your team, provide progression, leadership, guidance, and training to allow them to excel.
• Drive a culture of continual improvement and learning throughout everything you do.
• Participate in talent review process, performance management and other topics pertaining to effective people management.

Career Level:

M3

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.