Senior Data Center Manager

The Data Center Manager (DCM) leads team of Data Centre Technicians supporting  Oracle business including OCI Commercial, DRCC, Alloy, Sovereign Cloud, Multicloud,  C@C, and On-Prem. DCM is responsible for all Cloud Hardware Support activities such as break/fix, installations, inventory management, and quality control within a specific territory. Key responsibilities include ensuring 24/7 on-site service level adherence to SLAs/OLAs, fostering customer relationships, resolving conflicts, managing escalations, documenting issues, and driving process improvements. DCM's scope includes people management, translating Oracle goals into team objectives, performance evaluations, employee development, and hiring. The DCM oversees KPI improvements, shift planning, SLA compliance, escalation handling, and team communications. Incident Management: DCM ensures swift resolution and hardware support for all major incidents. They also lead hardware deployments, ensuring IT capacity through installations, updates, and cabling. DCM ensures that thwe teams provide hardware support per SLAs, manage service requests, and uphold operational excellence through 5S standards. They enforce Data Centre Compliance, overseeing audits, security measures, training, and adherence to corporate policy. Inventory control is maintained through accurate audits, processing RMAs, and managing parts delivery and shipping. Additional responsibilities include supporting Cloud at Customer and On-Premise hardware, and possibly managing SubCo engagements, including performance oversight and contract negotiations.
•    The role involves significant communication at all levels internally and externally.Requires a 24x7-hours commitment to participate in the manager on duty oncall rotation program.
•    Knowledge / hands on experience with relevant OCI system tools and processes
•    Ensure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met by executing quality/
     productivity improvement efforts and understanding strategies of Oracle organization.
•    Full understanding of all related escalation and incident management processes and best practices
•    This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and HW Field Support territory. 
•    You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.