• Translates Oracle Field Services International goals into performance objectives for each team member and measures individual performance against plan.
• Develops employees through regular 1:1s, performance reviews, development and training needs.
• Masters all service delivery related processes and advises team members on the effective and efficient way to use
• Oracle support services and products, tools, interfaces and procedures.
• Responsible for KPI and metrics improvement.
• Primary point of contact for customers and Oracle LOBs for any customer situation and escalated issue.

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You are responsible for managing a team of datacenter technicians within a datacenter environment to deliver onsite support, installations, and change management. You ensure on-site service level agreements are met, maintain high customer satisfaction, and serve as an advocate for customer needs.

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Career Level - M2

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• Manages team(s) supporting data centre environments, customer environments and/or operations, addresses identified and escalated routine trends and ensures problem resolutions are documented.
• Manages team(s) conducting end-to-end on-site hardware installation.
• Monitors daily operations for teams replacing server components and upgrades servers for existing customer base for a site.
• Manages team(s) implementing designed and defined network communications and solutions, including cabling validation and networking equipment, providing guidance on complex problems.
• Engages additional resources to address complex or unresolved issues.
• Manages response to outage situations for clients.
• Ensures adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs).
• Oversees and drives the implementation of required security controls, including updates and maintenance for a team(s).
• Ensures and manages team's compliance with health and safety guidelines (including personal protection equipment, site access, or specific data site compliance) during on-site work at customer locations and at office.
• Oversees technicians’ participation in training to advance their understandings and refine technicians' skill set, meeting requirements.
• Stays current with industry understanding best practices and developments in networking and server maintenance, data centre and facility operations.
• Manages team adherence to SOPs and MOPs for operational Data Centre Change Control processes.
• Facilitates collaboration with development teams and external vendors to resolve complex technical problems, providing subject matter expertise around large-scale matters.
• Ensures that contractors and vendors are delivering quality services and that all Service Level Agreements (SLAs) are being met for location(s).
• Oversees quality assurance, providing guidance on process creation and mentorship programs.