Data Center Technician Manager

Datacenter Operations Encourages the sharing of expertise in and provides guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and decommissioning IT datacenter technology(ies) and equipment.

Encourages the sharing of expertise and provides guidance on the functions of, and interactions between cabling infrastructure, network, server, and storage equipment.

Develops awareness of Information Technology Infrastructure Library (ITIL) Foundation components: Incident Management and Change Management.

Provides guidance on, and holds a team of technicians accountable for compliance with Data Center business unit policies, procedures, and deadlines.

Proactively reviews and provides feedback regarding Data Center business unit policies, procedures, and deadlines.

Resolves issues related to compliance or operational assurance activities directly, or with assistance from compliance colleagues and/or business partners.

Provides input on improvement plan components for service delivery gaps or challenges.

Ensures a team of technicians can complete assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type.

Supports escalation of challenging or complex tickets to internal business partners and appropriately summarizes relevant issues for communication to direct-line management.

Coordinates and assigns tasks to technicians, and/or provides input or coordination with appropriate program managers and direct-line management for ticket assignment automation to provide direction as needed, to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type.

Monitors progress of tickets assigned to teams of technicians and adjusts where necessary, to meet established Key Performance Indicators (KPIs) per task type.

Analyzes data related to technicians' performance on tickets and shares with direct-line management.

Advises on and reviews suggested modifications to process and procedures to manage changes and drive improvement in service quality and/or efficiency.

Proactively investigates, evaluates, and analyzes changes.

Reviews Process Change Notifications (PCNs) to evaluate impact on service execution and shares relevant information about change with stakeholders across functions and disciplines to mitigate the impact they may have on others.

Encourages technicians to ask questions when they do not have required information, resolves others' questions in a timely manner, and may provide feedback on changes to processes to direct-line management, standards management teams, and/or project, program, or special initiative managers.

Provides, responds to, and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams.

Working for extended periods under elevated levels of ambient noise, heat, and light due to necessary equipment and ventilation systems.

Participates in regular cadence proactive safety observation reporting processes and systems, and follows up with their team members as needed regarding actionable safety observations reported.

Ensures that policies and procedures securing physical access to the data center or network site environment(s) are appropriately enforced.

Participates in identifying the root cause of any physical security access violations and manages corrective actions and escalations related to technician violations of physical security procedures or policies.

Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 3+ years' experience supporting IT equipment or related technology or related experience working with technical teams. 1+ year(s)

directing, supervising, or managing others. Ability to work 12 hours shifts, including shift assignments during non-standard business hours that may include evening, nighttime, weekends, and/or holidays. These requirements include, but are not limited to the following specialized security screenings: Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance. This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship. Associate degree in Computer Science or related field and/or equivalent work experience. 4+ years' experience supporting IT equipment or related technology. 3+ years' experience working in a production, mission-critical 24x7x365 data center environment. 2+ years' experience leading diverse, technical, or IT workforce of up to ten employees.