Senior Data Center Manager

About the Job: The Data Center Manager (DCM) leads a team of Data Centre Technicians supporting the company's business, which includes OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud, C@C, and On-Prem solutions. This role is responsible for all Cloud Hardware Support activities such as break/fix services, installations, inventory management, and quality control within a designated territory.

Key responsibilities include:

• Ensuring 24/7 on-site service level adherence to SLAs/OLAs.
• Fostering customer relationships and resolving conflicts.
• Documenting issues and managing escalations.
• Driving process improvements and people management, aligning team objectives with the company's goals, conducting performance evaluations, and facilitating employee development and hiring.
• Overseeing KPI improvements, shift planning, SLA compliance, and team communications.

The DCM ensures swift resolution of major incidents and leads hardware deployments, maintaining IT capacity through installations, updates, and cabling. They also enforce Data Centre Compliance, oversee audits, and ensure adherence to corporate policies. Responsibilities include maintaining inventory through audits, processing RMAs, and managing parts delivery. The DCM may also support Cloud at Customer and on-premise hardware and manage SubCo engagements.

This role requires a commitment to a 24x7 on-call rotation program and knowledge of OCI system tools and processes is essential for ensuring high levels of customer satisfaction and meeting quality and productivity standards. The DCM acts as a liaison between various data centre environments and management, and must be capable of managing communications across multiple teams and stakeholders.