Manager, Data Center Support Services

About the role

Manages team(s) conducting end-to-end hardware installation and troubleshooting. Manages team(s) implementing network communications, providing guidance on complex problems. Manages team(s) supporting data center environments, customer environments and/or operations, addresses identified and escalated routine trends, and ensures problem resolutions are documented. Oversees technicians participation in training to advance their understandings and refine technicians' skill set, meeting requirements. Facilitates collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise around large scale matters.

Responsibilities

Key Responsibilities

Datacenter Services Operations — Break/Fix and Hardware Maintenance

• Manages team(s) conducting end-to-end on-site hardware installation, removing and troubleshooting hardware and configurations for a site.
• Monitors daily operations for teams replacing server components and upgrades servers for existing customer base for a site.

Datacenter Services Operations — Network Configuration, Installation, and Augmentation

• Manages team(s) implementing designed and defined network communications and solutions, including cabling validation and networking equipment, providing guidance on complex problems.
• Engages additional resources to address complex or unresolved issues.

Technical Support and Troubleshooting

• Manages team(s) supporting data center environments, customer environments and/or operations, addresses identified and escalated routine trends, and ensures problem resolutions are documented.
• Manages response to outage situations for clients.

Safety and Compliance — Safety, Security, Compliance, and Documentation

• Ensures adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for team(s).
• Oversees and drives the implementation of required security controls, including updates and maintenance for a team(s).
• Ensures and manages team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.

Continuous Improvement

• Oversees technicians participation in training to advance their understandings and refine technicians' skill set, meeting requirements.
• Stays current with industry understanding best practices and developments in networking and server maintenance, data center and facility operations.
• Manages team adherence to SOPs and MOPs for operational Data Center Change Control processes.

Collaboration, Vendor Relations, and Leadership

• Facilitates collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise around large scale matters.
• Ensures that contractors and vendors are delivering quality services and that all Service Level Agreements (SLAs) are being met for location(s).
• Oversees quality assurance, providing guidance on process creation and mentorship programs.

Core Responsibilities

Planning & Execution

• Creates and owns the execution plan for the team's work and multiple projects or initiatives, monitoring timelines and budgets when applicable to ensure projects are completed on time and in adherence with requirements.
• Delegates work across the team and helps them prioritize their work.
• Identifies resource needs and adapts plans based on changing priorities and business needs.

Collaboration & Partnership

• Strengthens collaborative partnerships across teams to align on expectations and shared objectives.
• Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration.
• Practices active listening and asks insightful questions to promote an inclusive culture.

Problem Solving

• Leads team to identify and address moderately complex operational and/or technical issues in accordance with standard practices, providing guidance as appropriate.
• Directs team to analyze data and/or information from multiple sources to troubleshoot moderately complex errors.

Continuous Learning

• Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements.
• Uses feedback and training to elevate personal and team skills, modeling a commitment to learning.
• Identifies skill gaps within the team and supports team members in learning opportunities by providing resources and fostering an environment that encourages knowledge-sharing.

Continuous Improvement

• Identifies and recommends improvements as well as encourages team to share ideas to increase the efficiency and effectiveness of processes, protocols, and workflows within a team.
• Reviews and provides feedback on team member's ideas and seeks input from others on alternative approaches and methods for improving work.

Performance and Development

• Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations.
• Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals.
• Identifies development opportunities to help team member's improve performance.
• Contributes to the talent acquisition pipeline