GFOCC Tech, GFO

A100 ROW Servicos De Dados BRA - B71 is seeking a highly motivated and technically proficient individual to provide remote support for our non-core Data Center (Edge, Outpost, Local Zones) operations. This role requires an advanced technical skill, a strong problem-solving mindset, and the ability to ensure seamless operation with maximum efficiency.
As a Global Field Operations Command Center Tech (GFOCC Tech) at A100 ROW Servicos De Dados BRA - B71, you will play a key role in maintaining and operating one of the world’s largest cloud computing infrastructures across multiple local and remote locations. In this capacity, you will be responsible for monitoring and servicing non-core Data Center infrastructure, including servers and networking equipment remotely from a centralized location. This role requires a proactive and detail-oriented approach, as you will be expected to drive operational improvements while ensuring seamless communication across teams. You will work closely with internal stakeholders to ensure the efficient functioning of our non-core Data Centers, implementing changes and resolutions as necessary while upholding the highest standards of operational excellence.

Key job responsibilities
• You are an autonomous, detail-oriented professional with exceptional written and verbal communication skills, enabling you to clearly articulate technical concepts and engage with a variety of stakeholders.
• As a high-performing individual, you approach challenges proactively and are adept at navigating complex technical environments.
• You have experience supervising and collaborating with colocation operators to ensure timely and accurate servicing and preventive maintenance of critical infrastructure.
• Your problem-solving expertise is demonstrated through your ability to perform root cause analysis for operational issues and drive effective resolutions.
• You are proficient in first-level troubleshooting for facility and rack-level events, ensuring swift resolution to minimize downtime and service disruption.
• You have a proven ability to build and maintain strong relationships with internal teams and external stakeholders, ensuring effective collaboration to resolve issues as they arise.
• Your hands-on technical experience and ability to solve complex problems make you a reliable resource for identifying, diagnosing, and resolving issues efficiently.
• You are experienced in creating and managing Change Management (CM) tasks, ensuring smooth execution of planned changes, maintenance, and updates to systems and infrastructure.
• You will be expected to work closely with teams across different regions, requiring an understanding of diverse cultural perspectives and effective communication in a global environment.
• You possess a solid understanding of support concepts such as ticketing systems, root cause analysis, and task prioritization, ensuring that all issues are tracked and resolved in a timely manner.
• Most of all, you will have a passion for technology along with a desire to be the best at your job every day

A day in the life
• Remote troubleshooting of non-core DC network and compute Infrastructure
• Remote triaging and repairing server & network hardware in coordination with on ground hands and eye support
• 24X7 Oncall and first responder for critical issues
• Coordinate with remote hands & eyes for resolving DC facilities and IT infrastructure issues
• Participate in small and mid-sized improvement projects
• Build relationships with internal teams and customers along with innovating effective solutions to meet issues & problems as they arise
• Proactively identifying and implementing strategies that prevent support issues and/or further enhance the customer experience
• May lead or participate in efforts to develop standard operating procedures (SOPs) and tools that improve operational efficiencies
• Participate in team/service provider meetings for metric and performance analysis
• Building relationships with remote facilities to ensure swift response times to events. - Improving Safety and Security operational processes
• Support and develop junior techs in quality check of the new site and non-core DC network scaling projects handed over to operations
• Guide vendor resources on AWS DC standards, policies and guidelines providing remote hands and eye support

About the team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Harmony

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

4+ years of experience in data center operations or a similar technical environment
2+ years of hands-on experience with data center equipment and rack installation
Knowledge of Linux servers, networking fundamentals (Layer 1/Layer 2), and TCP/IP
Experience in a customer-facing role, with the proven ability to manage and effectively communicate expectations to clients
Experience dealing with the internal stakeholders during problem resolution and operating under pressure
English and regional language proficiency is required

Proven ability to troubleshoot complex IT problems and identify root causes
Knowledge of power, cooling, cabling, networking hardware, inventory management, and automation
Experience network operating systems (Cisco IOS, NX-OS, Junos)
Industry server and network certifications (CompTIA, CCNA)