Datacenter Operations Demonstrates expertise in and participates in providing guidance on standard processes and procedures for preparing, installing, performing diagnostics, troubleshooting, replacing, and/or decommissioning IT datacenter technology(ies) and equipment while proactively prioritizing security considerations. Maintains expertise with the functions of, and participates in providing guidance on the interactions between cabling infrastructure, network, server, and storage equipment. Provides guidance to other technicians on changes to processes and procedures. Reviews Process Change Notifications (PCNs) and proactively shares relevant information to enable efficient workflow and evaluate impact on work execution to identify and mitigate impact changes to their area of work will have on others. Asks questions when they do not have required information, resolves others' questions in a timely manner, and may provide feedback on changes to processes to direct-line management. Coaches others on incorporating security requirements in feedback and process changes, ensuring compliance with industry standards and best practices. Completes assigned tickets efficiently and in alignment with relevant Key Performance Indicators (KPIs) per task type independently. Provides guidance and/or assists less experienced technicians with complex tickets or tasks, and appropriately escalates challenging or complex tickets to internal business partners as needed. May coordinate and assign tasks to other technicians on temporary basis, (i.e. in absence of direct-line manager availability and/or ticket assignment automation) providing direction as needed, to ensure work is appropriately allocated to meet Key Performance Indicators (KPIs) per task type. Complies with Data Center business unit policies, procedures, and deadlines with guidance from experienced technicians and/or direct-line management, maintaining audit readiness. Escalates issues related to compliance or operational assurance activities to direct-line management. Identifies potential vulnerabilities in operational security, escalates promptly, and implements best practices. Provides, responds to, and encourages providing feedback regarding on ways to work more effectively or enhance efficiency within their team and adopts best practices shared within-and-across shifts or technician teams. Participates in the regular cadence of proactive safety observation reporting processes and systems Develops a comprehensive understanding of cross-functional Data Center processes to support partnerships with internal and external stakeholders. Provides guidance to less experienced technicians for, and develops/employs own effective execution order strategy(ies) for assigned tasks. Prepares, stages, sets up, and performs basic startups and shutdowns for hardware (e.g., racks, hard drives, switches) according to specific written instructions provided via checklists, guides, standard processes, emails, while providing guidance to less experienced technicians, with direction from management where applicable. Ensures all tasks are executed and aligned with security principles, configurations, and controls. Participates in bridge calls to provide details on incident status and executes on-site follow-up actions as directed if necessary. Performs discrete quality control activities and assessment of work, to compliance standards and process adherence, performed by other technicians. Processes and verifies compliance with standards and procedure for data-bearing devices (DBDs) destruction and/or confirms any-and-all such devices (e.g. hard-drives, solid-state drives, flash cards, etc.) contained within network, storage, or server equipment has been identified for eradication or destruction. Ensures end-to-end management of DBDs in accordance with security protocols and regulations. Applies to but is not limited to US-based Data Center roles: Occasional climbing of ladders. Frequent climbing of stairs and/or ramps. Prolonged standing. Occasional lifting 50lbs / 22.5kg. Occasional push or pull 50-75 lbs / 22.5-34kg. with assistive device. Normal visual acuity (near, far and peripheral with correction), defined via standard medical terms and applicable criteria. Normal color vision for electrical work, defined via standard medical terms and applicable criteria. High school diploma, GED, or equivalent and basic knowledge of computer hardware and components AND 2+ years experience supporting IT equipment or related technology OR equivalent experience. Associate's degree in Computer Science or related field and/or equivalent work experience AND 5+ years experience supporting IT equipment or related technology OR equivalent experience. 2+ years experience working in a production, mission-critical 24x7x365 datacenter environment.
