Contact Center Technical Lead Jobs (NOW HIRING)

LOCAL Data Center Technical Lead - #13721

*Internal candidates are being interviewed now.

Location: Mesa, AZ. (MUST BE LOCAL NOW - no one relocating will be considered)

Hours: Mon-Fri 7:30am - 4pm

Must Haves:

3+ years Data Center experience preferably with extensive knowledge of Linux and managing people
High School Diploma
Knowledge of and hands-on experience with computer hardware
Extensive leadership competencies
A high degree of professionalism, strong relationship skills
High level of written and oral fluency in English
Ability to learn new software quickly
Able to safely lift and move a minimum of fifty (50) pounds

Expectations and Skills:

As a Data Center Lead, you will be spending more than 50% of the time working alongside Data Center Technicians in supporting installs, troubleshooting, and maintaining servers. The remaining time will be spent on daily onsite/area management of staff and other non-technical duties. You will play a crucial role in identifying and escalating opportunities within the client's infrastructure for efficiency and effectiveness improvements. Expansion of extensive knowledge and experience working with computers and related knowledge is expected along with added supervisory responsibilities. Prior leadership experience is desired.

Expected Duties:
Oversees daily management of staff, including technicians
Approve timecards
Coach and mentor staff to achieve high-quality results and high performance
Conduct regular one-on-one employee status meetings to provide performance feedback as well as annual performance reviews.
Adhere to and apply the disciplinary process related to staff performance issues
Provides explanations for operational performance results (explain why metrics/KPIs missed, met, or exceeded targets)
Provides input and suggestions for improving operational performance and efficiency in the local environment
Screen and schedule burst labor resources for short-term projects
Screen for technical capabilities and a fit for the team then recommend hire of long-term resources (work with recruiting team to interview candidates and suggest hire for backfills and new positions)
Assist in the onboarding and training of all new hires
Collaborate and share best practices with Data Center Leads in other locations (drive increased teamwork across regions)
Ensure local execution of key deliverables and metrics
Other duties as assigned by management
Work within Meta's ticketing system and SLAs in support of the health of Meta's server fleet
First point of contact for IC4 technicians
Perform root cause analysis of complex technical issues and drive resolution
Hardware installation, rack, and stack, cabling, rack integration, provisioning, and decommission
Responsible for assisting with projects (new capacity, as well as retrofits) and repairs throughout the data center
Understand and debug hardware, and Linux and Windows OS-related issues using command-line tools and techniques
Execution of turn-up/turn-down processes with support from ISOS
Analyze data to diagnose systemic issues
Work with internal hardware teams and vendors to help resolve complex technical issues, maintain high hardware quality levels, and influence future design to ensure ease of serviceability
Identify and help create documentation for the global data center knowledge base
Assist with process improvements and best practices in data center operations
Participate in on-call rotation (once a month on call for a week after hours, first point of contact)
Maintain an efficient, orderly hardware test lab operation within the production/non-production data center
Device/system configuration
Help develop global standards for processes, workflow, and automation roadmaps for tools that facilitate deployment, maintenance, and decommissioning of server hardware at scale. Lead process improvements and best practices in data center operations
Provide cross-functional communication with other technical operations group
Other tasks as required to support IT service on a local basis

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