Data Center Global Support Engineer

About the Data Center Global Support Engineer Role

Define, design, and implement network communications and solutions within a fast-paced, leading edge database/applications company. In this role, you will provide escalated 2nd level technical support for complex technical issues, lead problem management cases, and coordinate service teams while communicating with executive management.

Responsibilities

• Provide escalated 2nd level technical support and lead problem management cases.
• Monitor metrics and drive continuous improvement to achieve KPIs.
• Innovate and implement strategic improvements to reduce costs and risks.
• Support and direct new region build and expansion activities.
• Implement global automation solutions for Data Center operations.
• Triage issues and offer technical direction to support teams.
• Mentor local site technicians and Senior Engineers with advanced diagnostics.
• Communicate with senior management to advise on strategic business needs.
• Ensure compliance with Oracle's best practices among staff, vendors, and contractors.
• Manage incidents, problems, and changes following established processes.
• Participate in standardization projects for hardware and software.

Ideal Candidate

The ideal candidate is service-oriented, reliable, and self-motivated. They possess excellent communication skills, a passion for new technologies such as GPU and Liquid Cooling, and solid experience in Data Center Operations along with IT Service Management best practices. Experience in root cause analysis, operational project management, and mentoring is vital, as is the ability to influence executive-level decisions.

Basic Qualifications

• Strong background in IT Service Management including Incident, Problem, Change, and Knowledge Management.
• Proven experience in Data Center Operations, Technical Support, or Engineering.
• Solid knowledge of Data Center Infrastructure including power, cooling, cabling, and connectivity.
• Fundamental understanding of network architecture, OCI, and Cloud Computing concepts.
• Experience with ITIL/ITSM and supporting enterprise-grade servers, storage, and networking technologies.

Qualifications

This role is classified as IC4 and is ideal for professionals who excel in technical problem solving, leadership, and process improvement within Data Center environments.

Key skills/competency

• Data Center Operations
• Technical Support
• Automation
• IT Service Management
• Network Architecture
• Cloud Computing
• Problem Management
• Process Improvement
• Mentoring
• Project Management