Data Center Global Support Engineer

Job Description

• Provides escalated 2nd level technical support for complex technical issues which may include leading problem management cases, directing service teams and providing exec-level status
• Monitor metrics and drive continuous improvement efforts across Data Center Operations to achieve KPIs and Objectives.
• Innovate and Implement strategic improvements to drive down costs and reduce risks/downtime for Data Center Operations.
• Provide support and direction for New Region Build and expansion activities, delivering world‑class standards.
• Implement Global Automation Solutions for the Data Center Operations
• Triages issues and takes appropriate actions to support and engineering teams and resolve them effectively.
• Provide mentoring and technical direction for local site technicians and Senior Engineers.
• Perform and teach Advanced Diagnostic troubleshooting techniques with supported systems, hardware and cabling.
• Communicates with senior management to advise, influence and determine strategic business needs.
• Ensure best in class Oracle standards are followed by staff, vendors and contractors.
• Ensure Global Data Center teams manage incidents, problems and changes to the service efficiently and effectively following the agreed and documented processes.
• Engages globally with Internal and External groups at all levels to address support issues impacting Data Center Operations.
• Setting expectations and monitoring across Data Center Operations globally, quality assure process execution and proactively address concerns with remote team leads.
• Evolved decision-making to determine course of action or as an escalation point for Data Center Technicians.
• Working on standardization projects for both hardware and software under the Oracle technology stack; while providing consistent system uptime as expected in an IaaS environment.

• Highly service-oriented, reliable, responsible, self‑motivated, and enthusiastic.
• Interest in new technologies (GPU, Liquid Cooling)
• Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.
• Able to work productively in cross‑functional teams or resourcefully and independently as an individual.
• Demonstrated examples of process improvement execution
• Experience of Root Cause Analysis (RCA) methodologies
• Experienced in overseeing operational Data Center projects and activities to ensure they are delivered to meet requirements.
• Displays leadership qualities, mentoring, verbal and written communication abilities. Ability to use critical thinking when making decisions in day to day operations.
• Experience in and ability to communicate to executive levels.
• Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.
• Basic APEX tool knowledge preferred
• Experienced with Lean Methodologies (Six Sigma for example)

• Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management, Continual Improvement)
• Proven Experience in Data Center Operations/Technical Support/Engineering
• Solid knowledge of Data Center Infrastructure (Power, Cooling, Structured Cabling, Connectivity etc)
• Fundamental knowledge of network architecture and protocols.
• Strong knowledge of OCI and Cloud Computing Concepts.
• Exposure to new technologies (GPU, Liquid Cooling)
• Experienced in supporting large, Enterprise customers in an IT/Data Center Operations environment
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
• Expected to have solid level of experience supporting enterprise servers, storage and networking technologies
• Experience of ITIL/ITSM

Career Level - IC4

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