Lead Data Center Support Services Technician.OP5

Key Responsibilities Datacenter Services Operations–Break/Fix and Hardware Maintenance: • Oversees lifecycle management for servers and components; sets standards for diagnosis, replacement, and performance validation without impacting critical workloads • Coaches teams on advanced power distribution practices and complex hardware interventions; validates that work meets reliability, safety, and SLA objectives Datacenter Services Operations–Network Configuration, Installation, and Augmentation: • Leads the planning, risk assessment, and execution governance for large-scale network builds and migrations; validates architecture, cabling, and end-to-end connectivity • Defines acceptance criteria and sign-off gates for network changes; ensures interoperability and error-free integration with upstream and downstream systems Technical Support and Trouble Shooting: • Owns the escalation queue and trend analysis; directs complex investigations, establishes fix-forward plans, and ensures high-quality documentation of resolutions within SLAs • Shapes the ticket taxonomy, triage playbooks, and automation triggers to improve response consistency and speed Safety and Compliance–Safety, Security, Compliance, and Documentation: • Governs adherence to SOPs/MOPs and site rules for all high-risk work; ensures alignment with physical security procedures, local regulations, and audit requirements; verifies functional testing of security controls • Ensures comprehensive documentation, audit trails, and change records; prepares for and leads compliance reviews and remediations Continuous Improvement: • Leads post-incident reviews and enterprise-level RCAs; socializes learnings and implements durable design/process changes that reduce risk across the fleet • Partners with engineering to mitigate availability risks, reduce single points of failure, and improve observability and alert fidelity Collaboration, Vendor Relations, and Leadership: • Mentors technicians and specialists; sets expectations for execution quality, safety, and customer focus; builds capability through training and coaching • Influences staffing and readiness plans for on-call and peak events; models inclusive practices and cross-team collaboration Core Responsibilities

Planning & Execution - Drives completion of complex and/or ambiguous work areas in accordance with broad project requirements. Provides leadership to team members on shifting priorities and resources according to team needs. Collaboration & Partnership - Collaborates across Lines of Business to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or customer needs to build partnerships within and outside of team. Problem Solving - Proactively develops and shares procedures to identify and resolve complex issues, serving as the final non-managerial escalation point for the team. Collects and reviews data and/or information to troubleshoot the most complex errors. Continuous Learning - Models continuous learning by actively seeking to expand knowledge and learning new skills and/or tools, and staying current with trends and best practices in one's field. Seeks out and leverages feedback and advanced training to refine improve skills. Continuous Improvement - Recommends, implements, and shares strategies to improve the efficiency and effectiveness of complex processes, protocols, and workflows for own and other teams.