Senior Data Center Manager📣 Job Ad

About the Role

Oracle is seeking a Senior Data Center Manager to lead a team of Data Centre Technicians in Al Khobar, Saudi Arabia. This role is responsible for overseeing all Cloud Hardware Support activities across various Oracle business units, including OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud, C@C, and On-Premise environments. The position requires a commitment to maintaining 24/7 service level adherence, fostering customer relationships, and driving continuous process improvements.

This is a management position for individual contributors within Cloud Data Center and Hardware Field Support. The ideal candidate will be an experienced IT professional with proven people management abilities and a strong technical understanding of the physical aspects of IT service delivery. Participation in a 24x7 on-call rotation is required.

Key Responsibilities

• Lead a team of Data Centre Technicians supporting Oracle's diverse business units, including OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud, C@C, and On-Premise environments.
• Oversee all Cloud Hardware Support activities, including break/fix, installations, inventory management, and quality control within a designated territory.
• Ensure 24/7 on-site service level adherence to SLAs/OLAs to enhance customer satisfaction and identify business opportunities.
• Proactively plan resources to meet SLAs and presence requirements.
• Manage customer relationships, acting as a primary contact for customers, service teams, and partners, and assisting with escalated issues.
• Coordinate and resolve conflicts in accordance with best practices.
• Serve as the liaison between various Oracle data center environments and management.
• Manage all levels of internal and external communication, including interactions with multiple teams and stakeholders on projects such as DCO, Build, and Incident Management.
• Document and address issues raised in regular meetings with DCO Management and other partners.
• Implement and reinforce operational process improvements.
• Ensure the timely delivery of services and tasks.
• Provide upward reporting on progress, KPIs, and incidents.
• Negotiate and coordinate with local vendors, overseeing their performance and expectations.
• Develop and grow team members through progression, leadership, guidance, and training.
• Drive a culture of continual improvement and learning within team activities.
• Participate in talent review, performance management, and other people management processes.
• Ensure swift resolution and hardware support for all major incidents.
• Lead hardware deployments, ensuring IT capacity through installations, updates, and cabling.
• Manage service requests and maintain operational excellence through 5S standards.
• Enforce Data Centre Compliance, overseeing audits, security measures, training, and adherence to corporate policy.
• Maintain inventory control through accurate audits, processing RMAs, and managing parts delivery and shipping.
• Support Cloud at Customer and On-Premise hardware.
• Potentially manage SubCo engagements, including performance oversight and contract negotiations.
• Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, Multicloud, C@C) within the assigned territory.

Qualifications and Requirements

• A minimum of 5-10 years of relevant experience is required.
• Must possess knowledge and hands-on experience with relevant OCI system tools and processes.
• Requires a full understanding of all related escalation and incident management processes and best practices.
• Must have people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.
• Must be able to handle and manage all levels of communications successfully, both internally and externally.

Required Skills

• Data Center Management
• Cloud Hardware Support
• Break/Fix
• Installations
• Inventory Management
• Quality Control
• SLA/OLA Adherence
• Customer Relationship Management
• Conflict Resolution
• Escalation Management
• Process Improvement
• People Management
• Performance Evaluation
• Employee Development
• Hiring
• KPI Improvement
• Shift Planning
• Team Communication
• Incident Management
• Hardware Deployments
• IT Capacity Management
• Service Request Management
• 5S Standards
• Data Centre Compliance
• Audits
• Security Measures
• Corporate Policy Adherence
• RMA Processing
• Parts Management
• Cloud at Customer (C@C) Support
• On-Premise Hardware Support
• SubCo Engagement Management
• Contract Negotiation
• OCI System Tools
• IT Service Delivery
• Communication
• Leadership

Work Environment

This full-time role is based in Al Khobar, Saudi Arabia. The position requires participation in a 24x7 on-call rotation.