Senior Manager, Data Center Support Services

Key Responsibilities
Datacenter Services Operations-Break/Fix and Hardware Maintenance:
-Manages teams conducting end-to-end on-site hardware installation, removing and troubleshooting hardware and configurations for a region.
-Oversees operations across teams performing server upgrades and component replacements for an existing customer base for a region.
Datacenter Services Operations-Network Configuration, Installation, and Augmentation:
-Oversees teams implementing designed and defined network communications and solutions, including cabling validation and networking equipment for a region.
-Coordinates additional resources or subject matter experts to address highly complex or unresolved issues.
Technical Support and Trouble Shooting-Technical Support and Trouble Shooting:
-Oversees data center environments, customer environments, and/or operations for a region, addresses identified and escalated complex trends, and ensures problem resolutions are documented.
-Maintains awareness of outage situations for clients and manages major outage situations for clients ensuring resolution.
Safety and Compliance-Safety, Security, Compliance, and Documentation:
-Drives adherence to all established Standard Operating Procedures (SOPs)/Maintenance Operation Protocols (MOPs) when performing tasks for a region.
-Drives the implementation of required security controls, including updates and maintenance for a region.
-Ensures and leads 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.
Continuous Improvement:
-Determines scope of skills and requirement of trainings to advance less experienced technicians in their understandings and refine technicians' skill set.
-Drives staying current with industry understanding best practices and developments in networking and server maintenance, data center and facility operations, sharing information with others.
Leads teams' adherence to SOPs and MOPs for operational Data Center Change Control processes.
Collaboration, Vendor Relations, and Leadership-Collaboration, Vendor Relations, and Leadership:
-Leads collaboration between service and development teams and external vendors to resolve highly complex technical problems, providing subject matter expertise around downstream implications.
-Oversees quality of services delivered by vendors and contractors, ensuring that all Service Level Agreements (SLAs) are being met, and addressing below standard service.
-Provides guidelines on quality assurance, detailing best practices for process creation, training, and mentorship.

Core Responsibilities
Planning & Execution:
-Manages multiple medium- to large-scale projects or initiatives across teams, ensuring timelines, deliverables, and budgets when applicable are monitored and met. Provides direction to teams on project work, setting priorities, and aligning with business needs. Guides teams on adjusting plans to accommodate resource or timeline changes.
Collaboration & Partnership:
-Drives cross-functional partnerships to align on expectations and shared objectives across multiple teams. Coaches team members to develop strategic relationships with business leaders, stakeholders, and external partners to fo