Operations & Service Support Lead - Cloud Infrastructure

As the Operations & Service Support Manager, your primary responsibility is to ensure operational excellence and customer satisfaction for cloud infrastructure offerings, including GPU accelerated compute solutions. You will oversee day-to-day operations, manage support teams (Tier 2-3), and collaborate closely with product and engineering teams to maintain high availability, performance, and robust service for enterprise customers running AI, HPC, or other mission-critical workloads. **Key Responsibilities:** - Lead and coordinate daily operations in multi-cloud or hybrid environments (e.g., AWS, Azure, GCP, on-prem HPC). - Maintain operational dashboards (uptime, ticket volumes, SLAs) and proactively address performance or capacity bottlenecks. - Ensure adherence to ITIL or other standard frameworks for incident, change, and problem management. - Manage Support Tiers (L2, L3) and operations staff (NOC, monitoring specialists) to handle escalations, incident triage, and root cause analysis. - Set clear KPIs and SOPs for the team, focusing on quick resolution times, high first-contact resolution rates, and continuous improvements. - Oversee major incidents and ensure timely resolution for critical outages or severe performance degradations, especially in GPU-based clusters. - Proactively monitor metrics and logs (e.g., GPU utilization, HPC job performance, cost anomalies) to spot potential issues before they escalate. - Act as a liaison between support/ops teams and key customers, ensuring visibility into operational performance and planned maintenance windows. - Manage relationships with external vendors and partners (e.g., GPU hardware providers, colocation/DC hosts, cloud service providers). - Implement and enforce security policies for HPC/GPU clusters and cloud environments. **Qualifications & Skills:** - **Education & Experience:** - Bachelors or Masters in Computer Science, Engineering, or a related field. - 8+ years in operations/support management roles, with 3+ years in cloud infrastructure or HPC/AI environments. - **Technical & Domain Expertise:** - Strong understanding of cloud computing concepts and GPU accelerated computing. - Familiarity with infrastructure automation and observability tools. - Knowledge of distributed systems, HPC clusters, performance tuning, and relevant DevOps/SRE practices. - **Operations Management:** - Proven track record implementing ITIL/ITSM frameworks for incident, change, and problem management at scale. - Experience running 24/7 support teams, establishing SLAs, and delivering on operational KPIs. - **Leadership & Communication:** - Excellent people management and coaching skills. - Strong communication skills to engage stakeholders at all levels. - Adept at crisis management and systematic escalation protocols. - **Analytical & Continuous Improvement:** - Experience with data analysis of operational metrics to identify trends and drive reliability enhancements. - Ability to propose and execute process improvements or automation for operational optimization. **Preferred Certifications:** - ITIL Foundation/Intermediate, PMP/PRINCE2 for project oversight. - Exposure to cloud certifications or HPC vendor certifications is beneficial.,