IT Support & Operations Consultant V, Data Center Operations

Job Summary:

This position is for our Data Centers Hardware Planning role. The Data Center Hardware Planner (HWP) plays a critical role in leading and overseeing Data Center projects for installation and decommissions from planning to completion. They will also coordinate service requests, track activities and ensure alignment with the Data Center strategy. The role requires strong communication skills to collaborate with internal data center teams, project managers, and vendors. A solid understanding of IT hardware to support Hands and Eyes requests and align with deployment requests.

This position is for a data center raised floor hardware planner, who would be the primary point of contact for installation and decommissionings of hardware. They would track service requests, update rack and floor layouts, and ensure deployments meet data center specifications. This candidate would also serve as Hands & Eyes support for the Data Center raised floor.

Additionally, this role will be responsible for supporting the effective utilization of raised floor capacity; providing accurate and complete Data Center Infrastructure Management (DCIM) records; driving raised floor efficiency programs to include cost reduction, effective space utilization, and power/HVAC; planning, allocating, and tracking data center raise floor space; providing long-term planning for the physical layout of infrastructure; providing strategic input into new solutions regarding capacity and location of equipment; and maintaining the accuracy and documentation of the raised floor, hardware environments, and electrical distribution in raised floor management tools.

Essential Responsibilities:

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
• Follows and develops standard operating procedures.
• Analyzes and prioritizes incoming requests and alerts.
• Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Serves as an escalation point and mentor for junior staff.
• Provides guidance on how to track and develop documentation.
• Applies deep technical expertise to resolve complex problems.
• Contributes to and maintains the knowledge repository for highly complex technical support.
• Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.
• Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).
• Compiles information (e.g., procedures, installation, configuration) related to new technology.

Minimum Qualifications:

• Minimum five (5) years experience supporting a large scale computing environment.
• Minimum two (2) years in a leadership role working with IT or operational teams.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements:

Preferred Qualifications:

• Three (3) years experience assisting with data center continuity planning.
• Four (4) years media handling experience.
• Four (4) years cable engineering experience.
• Four (4) years data center capacity, forecasting, and/or planning experience.
• Two (2) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
• One (1) year working with operating budgets and/or project financials.
• Three (3) years experience in a leadership role of a large matrixed organization.
• Three (3) years experience working with IT vendors.
• Five (5) years experience writing documentation or standard operating procedures related to IT operations and support.
• Four (4) years experience providing support for client/server platforms.
• Four (4) years experience supporting Microsoft server operating systems.
• Four (4) years experience supporting Unix/Linux server operating systems.
• Four (4) years experience supporting mainframes for a large organization.
• Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

Primary Location: Maryland,Silver Spring,Silver Spring Data Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 10:30 AM
Working Hours End: 07:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Individual Contributor
Department: KPIT ADMIN - ITO IPS DCO SM ADMIN - 9601
Pay Range: $126800 - $164010 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: No Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.