Lead Data Center Support Services Technician

Works on-site to support OCI Hyperscale data center deployments and expansions in a mission-critical operations environment. Acts as a CHS technical Subject Matter Expert (SME) and point of contact in the field, ensuring deployment activities meet deadlines, SLAs, and quality standards.

 

• Completes role largely independently within defined policies and procedures, and works across organizations and teams to support new deployments and expansions. Exercises excellent interpersonal and communication skills, both written and verbal.


• Supports all work inside the data center and engages resources to resolve issues beyond their expertise.


• Acts as a hardware support expert liaison to other technical and non-technical teams (e.g., networking, compute, compliance, business operations).


• Demonstrates strong adherence to processes and serves as a Process Champion.


• Possesses excellent knowledge of networks, operating systems, hardware, concepts, repair, and diagnosis.


• Possesses excellent knowledge of data center design, including electrical and cooling plant operation.


• Develops and verifies proper procedures for supporting data center infrastructure.


• Understands when and where to escalate support issues and proactively engages external groups when there are issues affecting data center deployments and operations.


• Provides technical training to peers and more junior DCTs.


• A good level of spoken English is required.

Technical

• Provide technical support and leadership for data center deployments and installations, requiring deep knowledge of hardware, networks, cabling, rack deployments, site planning, and installation management.
• Lead CHS deployment activities and act as the on-site point of contact for physical infrastructure and networking, including pre-bootstrap testing, structured cabling oversight, and network monitoring/diagnosis.
• Install, configure, and troubleshoot a wide range of hardware - from servers to networking equipment - and resolve technical blockers in real time.
• Oversee rack deployment and commissioning, including planning new rack positions, hardware bootstrap, and software bootstrap.
• Perform structured cabling installation and quality assurance checks.
• Conduct site readiness assessments covering power, cooling, airflow, and physical space.
• Contribute to the design and commissioning of new white space areas.

Process, Compliance and Quality.

• Ensure compliance with OCI operational and change management processes.
• Help configure and maintain dashboards to monitor build and CHS KPIs, including on-site activities, performance metrics, incidents, and service requests.
• Follow ticketing processes and protocols, and maintain accurate records and timely reporting using provided tools.
• Ensure service level agreements (SLAs) and service level objectives (SLOs) are consistently met.
• Participate in post-go-live stabilization, audits, and quality control checks.

Project and Vendor Coordination

• Work with project managers and vendors to define scope, verify required materials and tools, align on timelines and deliverables, track milestones, and address potential delays or risks.
• Supervise and support vendor activities for data center builds, including Low Voltage (LV) cabling providers, ensuring work meets quality standards and project requirements.
• Coordinate multiple concurrent deployments — including new builds and expansions — by collaborating with cross-regional and local teams to maintain smooth project flow, avoid overlaps, and prevent delays.

Teamwork, Training & Availability

• Commit to a 24x7 availability during active deployment phases, with extensive travel to support on-site builds and provide remote expert support to other sites, at high demand periods shift work will be required.
• Provide on-site guidance, mentoring, and training to local CHS staff, working effectively within a multidisciplinary team to meet build targets.
• Understand internal customer issues and deliver timely technical solutions.

Career Level - OP5