Lead Data Center Support Services Technician.OP5

Oracle; Phoenix (AZ); On-site; USD 66,200 - 132,400; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability coverage

Life and AD&D

FSA (Health Care/Dependent Care)

Commuter benefits

401(k) with company match

Paid time off

Holidays

Sick leave

Parental leave

Stock Purchase Plan

Financial planning

Voluntary insurance

Job summary

Oracle is seeking an experienced Datacenter Services Operations leader to guide break/fix, network augmentation, and advanced troubleshooting across complex data center environments in the US. You will drive escalation handling, RCA development, and cross‑functional collaboration with engineering and security teams to automate workflows and improve resilience.

Responsibilities include governance of SOPs/MOPs, mentorship of technicians, and handling high‑risk work with adherence to safety and

Qualifications

• Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Responsibilities

• Oversees lifecycle management for servers and components; sets standards for diagnosis, replacement, and performance validation without impacting critical workloads.
• Coaches teams on advanced power distribution practices and complex hardware interventions; validates that work meets reliability, safety, and SLA objectives.
• Leads the planning, risk assessment, and execution governance for large-scale network builds and migrations; validates architecture, cabling, and end-to-end connectivity.
• Owns the escalation queue and trend analysis; directs complex investigations, establishes fix-forward plans, and ensures high-quality documentation of resolutions within SLAs.
• Governs adherence to SOPs/MOPs and site rules for all high-risk work; ensures alignment with physical security procedures, local regulations, and audit requirements; verifies functional testing of security controls.
• Leads post-incident reviews and enterprise-level RCAs; socializes learnings and implements durable design/process changes that reduce risk across the fleet.
• Mentors technicians and specialists; sets expectations for execution quality, safety, and customer focus; builds capability through training and coaching.
• Planning & Execution – Drives completion of complex and/or ambiguous work areas in accordance with broad project requirements.
• Collaboration & Partnership – Collaborates across Lines of Business to lead the delivery of impactful work and provide support for critical team objectives.
• Problem Solving – Proactively develops and shares procedures to identify and resolve complex issues, serving as the final non-managerial escalation point for the team.
• Continuous Learning – Models continuous learning by actively seeking to expand knowledge and learning new skills and/or tools, and staying current with trends and best practices in one’s field.
• Continuous Improvement – Recommends, implements, and shares strategies to improve the efficiency and effectiveness of complex processes, protocols, and workflows for own and other teams.

Job description

Job Description

Leads complex, data center hardware support services to ensure resilience, reliability, and availability at scale. Designs, 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 team‑mates, uplifts best practices, and influences policy and process changes that improve performance across the group and organization.

Responsibilities

Datacenter Services Operations – Break/Fix and Hardware Maintenance

• Oversees lifecycle management for servers and components; sets standards for diagnosis, replacement, and performance validation without impacting critical workloads
• Coaches teams on advanced power distribution practices and complex hardware interventions; validates that work meets reliability, safety, and SLA objectives

Datacenter Services Operations – Network Configuration, Installation, and Augmentation

• Leads the planning, risk assessment, and execution governance for large‑scale network builds and migrations; validates architecture, cabling, and end‑to‑end connectivity
• Defines acceptance criteria and sign‑off gates for network changes; ensures interoperability and error‑free integration with upstream and downstream systems

Technical Support and Troubleshooting

• Owns the escalation queue and trend analysis; directs complex investigations, establishes fix‑forward plans, and ensures high‑quality documentation of resolutions within SLAs
• Shapes the ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed

Safety and Compliance – Safety, Security, Compliance, and Documentation

• Governs adherence to SOPs/MOPs and site rules for all high‑risk work; ensures alignment with physical security procedures, local regulations, and audit requirements; verifies functional testing of security controls
• Ensures comprehensive documentation, audit trails, and change records; prepares for and leads compliance reviews and remediations

Continuous Improvement

• Leads post‑incident reviews and enterprise‑level RCAs; socializes learnings and implements durable design/process changes that reduce risk across the fleet
• Partners with engineering to mitigate availability risks, reduce single points of failure, and improve observability and alert fidelity

Collaboration, Vendor Relations, and Leadership

• Mentors technicians and specialists; sets expectations for execution quality, safety, and customer focus; builds capability through training and coaching
• Influences staffing and readiness plans for on‑call and peak events; models inclusive practices and cross‑team collaboration

Core Responsibilities

• Planning & Execution – Drives completion of complex and/or ambiguous work areas in accordance with broad project requirements. Provides leadership to team members on shifting priorities and resources according to team needs.
• Collaboration & Partnership – Collaborates across Lines of Business to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team.
• Problem Solving – Proactively develops and shares procedures to identify and resolve complex issues, serving as the final non‑managerial escalation point for the team. Collects and reviews data and/or information to troubleshoot the most complex errors.
• Continuous Learning – Models continuous learning by actively seeking to expand knowledge and learning new skills and/or tools, and staying current with trends and best practices in one’s field. Seeks out and leverages feedback and advanced training to refine and improve skills.
• Continuous Improvement – Recommends, implements, and shares strategies to improve the efficiency and effectiveness of complex processes, protocols, and workflows for own and other teams.

Qualifications

Disclaimer: Certain U.S. based or U.S. customer or client‑facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Salary and Benefits

Range and benefit information provided in this posting are specific to the stated locations only. US: Hiring Range in USD from $31.83 – $63.65 per hour; from $66,200 – $132,400 per year. May be eligible for equity.

Oracle provides a comprehensive benefits package including:

• Medical, dental, and vision insurance, including expert medical opinion
• Short‑term and long‑term disability
• Life insurance and AD&DD
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre‑tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation for salaried (non‑overtime eligible) positions; accrued vacation for other employees. Accrual rates and eligibility as described.
• 11 paid holidays
• Paid sick leave: 72 hours upon hire, refreshing each calendar year, unused balance carries over up to 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal services
• Voluntary benefits including auto, homeowner, and pet insurance

Career Level

OP5

Equal Employment Opportunity Statement

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 veteran status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.