DataBank · 2 months ago
Technical Support Shift Lead
Dallas, TX
Full-time
Hybrid
Mid, Senior LevelDataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services. The Technical Support Shift Lead will provide direction and oversight for the Managed Services team, ensuring that customer service goals are met while managing incidents and supporting a diverse server and network infrastructure.
ConsultingInformation TechnologyRisk Management
Responsibilities
Management of work distribution for all tickets and alarms occurring within their designated shift
Ensure team maintains customer and departmental OLA and SLAs
Ensure prompt support is provided for all incidents that are raised by customers via the DataBank portal or by phone
Focused on First Time To Respond (FTTR) for the queue, Time To Respond (TTR) and Mean Time To Resolve (MTTR)
Follow established escalation procedures for escalating to internal departments or other teams outside of support
Ensure proper escalation occurs between the various support tiers and engineering groups
Serve as a technical mentor to other team members on assigned shift
Serve as a member of the Support Management On-Call Rotation
Participate in running of Critical Event Bridges for customer impacting events
Monitor and respond to systems and application-level monitoring for DataBank's internal and customer systems
Fulfill service requests for IaSS and PaaS customers to include Add/Remove/Change of systems resources
Provide technical support to replicate and troubleshoot Windows and Linux server-side issues
Perform system level, file level, and database restores as requested by customers
Perform security patches for customers' Windows and Linux servers
Support and manage web-based technologies to include IIS, Apache, NGINX, DNS, CloudFlare
Configuration of ACL, NAT, and VPN on Cisco/Juniper firewalls, Managed Internet Troubleshooting
Configuration of Virtual IP's, Pools, and iRules on F5 load balancers
General MS SQL, and MySQL Database Administration and support to include the creation of users and databases
Distinguish between client-side/server-side issues to perform general application troubleshooting
Collaborate with Tier Manager on personnel issues and areas for training and development for members of the shift
Qualification
Required
Excellent communication skills
Ability to work well in a fast-paced, growing environment
Ability to support and maintain systems in an enterprise environment
Management of work distribution for all tickets and alarms occurring within their designated shift
Ensure team maintains customer and departmental OLA and SLAs
Ensure prompt support is provided for all incidents that are raised by customers via the DataBank portal or by phone
Focused on First Time To Respond (FTTR) for the queue, Time To Respond (TTR) and Mean Time To Resolve (MTTR)
Follow established escalation procedures for escalating to internal departments or other teams outside of support
Ensure proper escalation occurs between the various support tiers and engineering groups
Serve as a technical mentor to other team members on assigned shift
Serve as a member of the Support Management On-Call Rotation
Participate in running of Critical Event Bridges for customer impacting events
Monitor and respond to systems and application-level monitoring for DataBank's internal and customer systems
Fulfill service requests for IaSS and PaaS customers to include Add/Remove/Change of systems resources
Provide technical support to replicate and troubleshoot Windows and Linux server-side issues
Perform system level, file level, and database restores as requested by customers
Perform security patches for customers' Windows and Linux servers
Support and manage web-based technologies to include IIS, Apache, NGINX, DNS, CloudFlare
Configuration of ACL, NAT, and VPN on Cisco/Juniper firewalls, Managed Internet Troubleshooting
Configuration of Virtual IP's, Pools, and iRules on F5 load balancers
General MS SQL, and MySQL Database Administration and support to include the creation of users and databases
Distinguish between client-side/server-side issues to perform general application troubleshooting
Collaborate with Tier Manager on personnel issues and areas for training and development for members of the shift
Benefits
Health, Vision, and Dental Insurance Packages
Short- Term and Long-Term Disability Insurance
Life Insurance
401k matched by company
3 weeks' Paid Time Off and Holidays
Company
DataBank
DataBank is an information management and security company offering customized technology solutions to businesses.
Founded in 2013
501-1000 employees
H1B Sponsorship
DataBank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (7)
2023 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$8.57BKey Investors
TJCAustralianSuperTD Securities
2025-10-17Debt Financing· $875M
2025-09-24Debt Financing· $1.1B
2025-01-30Secondary Market· $600M
Leadership Team
Raul Martynek
CEO
Kevin Ooley
President & CFO
Recent News
Dallas Innovates
2025-11-04
2025-10-18
Company data provided by crunchbase