Data Center Global Support Engineer

• 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.

• 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.

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