Field Support Manager (Data Center)

Responsible for leading a team of Field Engineers and Data Centre Technicians, onsite interventions and installations. Focuses to meet the agreed service levels 24x7 and optimal resource management. The role involves significant communication at all levels internally and externally. A primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues. Will be required to onsite at the Datacentre in South East of UK on a regular basis approx 3-4 times a week and visit others in the UK where necessary. This role reports to Field Support Director UK.

Work location: Dagenham (South East London) Postcode RM10

• The role involves significant communication at all levels internally and externally. Requires a 24x7-hours commitment to participate in the Manager on Duty oncall rotation program.
• Knowledge / hands on experience with relevant OCI system tools and processes
• Ensure high levels of customer satisfaction by making certain that quality and productivity Service Level Agreements (SLAs/OLAs) are met by executing quality/productivity improvement efforts and understanding strategies of Oracle organization.
• Full understanding of all related escalation and incident management processes and best practices
• This role is a manager of multidisciplinary individual contributors at scale within a Cloud Data Center space and Hardware Field Support territory.
• You should be an experienced IT Professional with people management ability and a deep technical grounding in the physical aspects of IT Service Delivery.
• Able to manage UK/Global project while maintaining day to day activities.

Responsibilities:

• Responsible for KPI and metrics improvement for Oracle businesses (OCI Commercial, DRCC, Alloy, OSC, C@C) in their territory
• Manage the day-to-day operations in Cloud Hardware Support of all
• Data Center sites/DRCCs/C@C under your area, in a 24/7 mission critical environment.
• Ensuring 24/7 on-site service levels and adherence to company SLAs/OLAs to enhance customer satisfaction and discover business opportunities.
• Pro-active resource planning in order to meet SLAs and presence requirements.
• Facilitating customer relationships and serving as a primary contact for customers/service teams and partners, aiding in diverse customer situations and escalated issues
• Coordinating and resolving conflicts, following best practices
• Acting as the liaison between various Oracle data centre environments and management
• Able to handle and manage all level of communications successfully (internal and external ). This will require communicating with multiple teams and stake holders on multiple projects such as but not limited to: Datacentre Operations (DCO), Build, Incident Managers
• Documenting and addressing issues raised in regular meetings with DCO Management and other partners.
• Implementing and reinforcing operational process improvements
• Responsible for ensuring timely delivery of services/tasks
• Effective upwards reporting of progress, KPIs, and incidents.
• Primary point of contact for the Data Center Manager
• Primary point of contact for customers and partners responsible for facilitating customer relationships and providing advice and assistance XLOB on diverse customer situations and escalated issues.
• Negotiating and coordinating with local vendors and will be expected to drive performance and expectations.
• Grow your teams, provide progression, leadership, guidance, and training to allow them to excel.
• Driving a culture of continual improvement and learning throughout everything you do.
• Participate in Talent review process, performance management, and other topics pertaining to effective people management.