Oversees Data Center Operations across multiple data centers, managing and integrating team performance, operations metrics, and capacity analysis into the broader business line strategy. Directs multiple teams in supporting escalated technical issues, crisis management, and root cause analysis, while standardizing processes and maintaining an accurate knowledge base. Supports new region builds and expansion activities, acting as a senior liaison with project and engineering teams to manage timelines, capacity, and ensure adherence to world-class standards. Engages and advises teams responsible for installations, repairs, inventory, and logistics, enforces standards for component replacements and upgrades, recommends significant purchases, and implements advanced maintenance strategies to optimize data center efficiency and stability.

Career Level - M3

Key Responsibilities

Data Center Site Portfolio Management:

• Lead Data Center Site Operations for a select portfolio of enterprise customers globally where additional operational leadership and support is required.
• Manage and collaborate effectively with Oracle’s Cloud Service Providers, including AWS, Microsoft, and Google, to address operational issues, support site-expansion projects, and manage the full operations lifecycle.
• Provision rack capacity for customers and multi-cloud deployments to enable revenue.
• Own customer expectations and work closely with cross-functional teams to ensure data center-related projects are tracked through to execution.

Performance Monitoring and Analysis:

• Define, review, and communicate operational KPIs, goals, and objectives for the team and key customers, providing leadership with clear visibility of performance, risks, and improvement actions.
• Set expectations, goals, and objectives for the global team; monitor deployments and operational performance; quality-assure process execution; and proactively address concerns with regional and remote team leads.
• Ensure all compliance-reporting requirements are successfully met for DRCC/Alloy customers by working closely with the Data Center Compliance team.

Issue Management and Automation:

• Act as a global escalation point of contact for significant operational and customer issues, providing swift leadership, coordinating cross-functional response, and owning resolution where required to restore services.
• Lead the triage of complex operational issues, mobilising the appropriate operations, support, and engineering teams and driving effective resolution.
• Help solve complex issues that arise for the first time in relation to Data Center Operations and work effectively cross-functionally to deliver a successful outcome.
• Proactively identify areas of concern, manage risk, and escalate effectively.

Data Center Expansion Support:

• Provide support and direction for new region build and expansion activities, both onsite and remotely, while meeting world-class standards.
• Collaborate effectively with cross-functional teams, representing Data Center Operations and ensuring key issues are driven through to resolution for a select group of enterprise customers.

Installation and Maintenance:

• Ensure best-in-class Oracle standards are followed by staff, vendors, and contractors.

Core Responsibilities

Planning & Execution:

• Develop and implement strategic improvements that reduce cost, operational risk, and downtime for DRCC/Alloy customers while improving service quality and scalability.
• Lead and contribute to global efficiency solutions for DRCC/Alloy operational run activities, ensuring consistent execution across regions and time zones.

Collaboration & Partnership:

• Lead strategic customer engagement for key Distributed Cloud customers, building trusted relationships with customer leadership, understanding business priorities, and aligning operational plans, service improvements, and escalation strategies to customer outcomes.
• Engage globally with internal and external groups at all levels to address issues affecting Data Center Operations and maintain effective collaboration across different time zones.

Problem Solving:

• Communicate with senior leadership to advise, influence, and determine strategic business and operational priorities.

Performance and Development:

• Provide direct people management for a global Distributed Cloud Operations team, including hiring, coaching, development, performance management, succession planning, and creating an inclusive, high-performing culture.

 

Ideal Candidate

• Experienced people manager who is highly service-oriented, customer-facing, reliable, responsible, self-motivated and enthusiastic.

• Excellent communication and leadership skills, with the ability to interact professionally and strategically with a diverse group of customers, employees and senior stakeholders.

• Proven ability to lead, coach, develop and performance-manage a geographically distributed team across multiple countries and time zones.

• Able to work productively across cross-functional and matrixed teams while providing clear direction, decision-making and accountability.

• 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 strong leadership, people management and mentoring skills, with excellent verbal and written communication abilities and sound judgement in day-to-day operations.

• Demonstrated ability to set measurable goals and objectives, translate strategy into execution, and hold teams accountable for outcomes.

• Experience communicating and influencing at senior leadership level, including acting as an escalation point for high-impact operational and customer matters.

• Outstanding organisational and prioritisation skills, with experience managing technical programmes, competing priorities and globally distributed operations.

• project management.

• Experienced with Lean Methodologies (Six Sigma for example)

• Multilingual is a plus but not essential; experience working effectively across cultures and time zones is highly desirable.

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, including leadership of operational teams.

• Knowledge of Data Centre Infrastructure (Power, Cooling, Structured Cabling, Connectivity etc)

• Strong knowledge of OCI and Cloud Computing Concepts.

• Experienced in supporting and strategically engaging large enterprise customers in mission-critical IT/Data Centre Operations environments.

• Strong customer leadership skills, including executive-level engagement, escalation management and coordination of Server, Storage, Network and Application stakeholders to protect service uptime.

• Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.

• Knowledge of compliance standards within country/region.

• Implementing AI tooling and reporting to manage a high volume of sites.