Senior Data Center Manager

Data center manager role overview

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 on-site service level adherence to SLAs/OLAs, fostering customer relationships, resolving conflicts, managing escalations, documenting issues, and driving process improvements. The DCM's scope includes 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 and operational duties

DCM ensures swift resolution and hardware support for all major incidents. They also lead hardware deployments, ensuring IT capacity through installations, updates, and cabling. The DCM ensures that the teams provide hardware support per SLAs, manage service requests, and uphold operational excellence through 5S standards.

They enforce data centre compliance, overseeing audits, security measures, training, and adherence to corporate policy. Inventory control is maintained through accurate audits, processing RMAs, and managing parts delivery and shipping.

Additional responsibilities include supporting Cloud at Customer and On-Premise hardware, and possibly managing SubCo engagements, including performance oversight and contract negotiations.

Key role requirements

• The role involves significant communication at all levels internally and externally.
• Requires a 24x7-hours 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 by executing quality and productivity improvement efforts and understanding strategies of Oracle organization.
• 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 center space and hardware field support territory.
• You should be an experienced IT professional with people management ability and a deep technical grounding in the physical aspects of IT service delivery.

Responsibilities

• Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, Multicloud, C@C) in their territory.
• Manage the day-to-day operations in cloud hardware support of all data center sites, DRCCs, and C@C under your area in a 24/7 mission critical environment.
• Ensure 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
• Pro-active resource planning in order 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). This requires communicating with multiple teams and stakeholders on multiple projects such as but not limited to: 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.
• Provide effective upwards reporting of progress, KPIs, and incidents.
• Serve as the primary point of contact for the data center manager.
• Serve as the primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance across lines of business on diverse customer situations and escalated issues.
• Negotiate and coordinate with local vendors and drive performance and expectations.
• Grow your teams, 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

About Oracle

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Equal employment opportunity

We’re committed to including people with disabilities at all stages of the employment process. 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.