Data Center Global Support Engineer at OracleJob DescriptionAs part of Oracle’s Data Center Operations, this role leads global program, project and process improvement initiatives, provides escalated second-level technical support, drives metrics and continuous improvement, and supports regional build and expansion activities with world-class standards. The role also focuses on implementing global automation, mentoring staff, and ensuring adherence to Oracle standards across global Data Center teams.ResponsibilitiesLead key global Program, Project and Process improvement initiatives across Data Center Operations.Provide 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 across Data Center Operations to achieve KPIs and Objectives.Innovate and implement strategic improvements to reduce costs and 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 Data Center Operations.Triages issues and takes appropriate actions to support 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.Communicate 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.Engage globally with Internal and External groups at all levels to address support issues impacting Data Center Operations.Set expectations and monitor across Data Center Operations globally, quality assure process execution and proactively address concerns with remote team leads.Evolve decision-making to determine course of action or act as an escalation point for Data Center Technicians.Work on standardization projects for both hardware and software under the Oracle technology stack, maintaining uptime in an IaaS environment.Ideal CandidateHighly 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.Ability to work productively in cross-functional teams or independently as needed.Demonstrated examples of process improvement execution.Experience with Root Cause Analysis (RCA) methodologies.Experience overseeing operational Data Center projects to meet requirements.Leadership qualities, mentoring, writing and verbal communication skills; ability to use critical thinking in day-to-day operations.Experience communicating with executive levels.Strong organizational skills, ability to prioritize, and experience with technical project management.Basic Oracle APEX tool knowledge preferred.Experience with Lean Methodologies (Six Sigma, etc.).Basic QualificationsStrong background in IT Service Management disciplines (Problem, Change, Incident, Knowledge, Continual Improvement).Proven experience in Data Center Operations/Technical Support/Engineering.Solid knowledge of Data Center Infrastructure (Power, Cooling, Structured Cabling, Connectivity).Fundamental knowledge of network architecture and protocols.Strong knowledge of OCI and cloud computing concepts.Exposure to new technologies (GPU, Liquid Cooling).Experience supporting large, Enterprise customers in an IT/Data Center Operations environment.Demonstrated drive to investigate system/process details to solve customer problems.Experience supporting enterprise servers, storage and networking technologies.Experience with ITIL/ITSM.QualificationsCareer Level - IC4About UsAs a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We’re committed to growing an inclusive workforce that promotes opportunities for all. Oracle careers offer global opportunities with work-life balance, competitive benefits, flexible medical, life insurance and retirement options, and volunteer programs. We’re committed to including people with disabilities and provide accessibility assistance on request.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 qualified applicants with arrest and conviction records pursuant to applicable law.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Oracle by 2x. #J-18808-Ljbffr