If you are ready to consistently drives great customer outcomes and accelerate the growth of our business, come join the Oracle Cloud Infrastructure (OCI) organisation.

You need to be highly motivated, self-driven and have a good combination of service management, technical and support skills, whilst being focused on continual improvement within the operation. You like to work in a fast-paced, global team with various seniority levels to support our objective of enhancing the capabilities and effectiveness of our key functions and projects.

Please note that there may be a requirement for the candidate to travel to Data Centre locations. Approximately 20% per year.

Ideal Candidate

• Highly service-oriented, customer-facing, reliable, responsible, self-motivated, and enthusiastic.
• Excellent communication skills and ability to interact professionally with a diverse group of customers
• and staff.
• Able to work productively in cross-functional teams or resourcefully and independently as an individual.
• Demonstrated examples of process improvement execution leading to high customer satisfaction with strong analytical and reporting skills.
• Track record of delivering continual improvement in operations.
• Experienced in overseeing operational Data Centre projects and activities to ensure they are delivered.
• to meet requirements.
• Displays leadership qualities, mentoring skills, and verbal and written communication abilities. Ability to
• use critical thinking when making decisions in day-to-day operations.
• Experience in and ability to communicate at a leadership level.
• Outstanding organizational skills, ability to prioritize effectively, and has experience with technical
• project management.
• Experienced with Lean Methodologies (Six Sigma for example)
• Multilingual is a plus but not essential.

Qualifications /Experience/Skills

• Strong background with IT Service Management disciplines (Problem Management, Change
• Management, Incident Management, Knowledge Management).
• Proven Experience in Data Centre Operations/Technical Support/Engineering.
• Knowledge of Data Centre Infrastructure (Power, Cooling, Structed Cabling, Connectivity etc)
• Strong knowledge of OCI and Cloud Computing Concepts.
• Experienced in supporting large Enterprise customers in mission critical IT/Data Centre Operations
• environment (Server, Storage, Network and Applications equating to service uptime).
• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.

Roles and Responsibilities

• From a Data Centre Site Operations perspective manage a select customer number of customers spanning across EMEA and Global where additional support is needed.
• Manage and collaborate effectively with Oracle’s Cloud Service Providers which include AWS, Microsoft and Google to address Operational issues and support site expansion projects and in generally the full Operations life cycle.
• Provision rack capacity for customers and multi-cloud deployments to enable revenue.
• Manage customer expectations and work closely with cross functional teams to ensure data centre related projects are tracked through to execution. Highlight areas of concern and able to manage up / escalate effectively.
• Collaborate effectively with cross-functional teams, representing and managing Data Centre Operations to ensure key issues are being addressed through to resolution for a select group of enterprise customers.
• Create/review reporting based on KPI’s and share with leadership on performance for key customers.
• Ensure all compliance reporting requirements are successfully met for DRCC/Alloy customers by working closely with the Data Centre Compliance Team.
• Provide swift responses to operational issues and own resolutions where required, working in a matrixed-style organisation to bring services back online.
• Innovate and implement strategic improvements to drive down costs and reduce risks/downtime for DRCC/Alloy customers.
• Help solve complex issues that arise for the first time in relation to Data Centre Operations and work effectively cross functionally to deliver a successful outcome.
• Provide support and direction for New Region Build and expansion activities (both onsite and remote) and meeting world-class standards.
• Implement/Contribute towards Global efficiency Solutions for DRCC/Alloy Operational run activities.
• Triages Operational issues and takes appropriate actions to support and engineering teams and resolve them effectively.
• Communicate with Leadership to advise, influence and determine strategic business needs.
• Ensure best in class Oracle standards are followed by staff, vendors and contractors.
• Engages globally with Internal and External groups at all levels to address support issues effecting Data Centre Operations.
• Setting expectations and monitoring deployments, quality assure process execution and proactively address concerns with remote team

Career Level - IC4

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