Operations & Service Support Lead - Cloud Infrastructure

As the Operations & Service Support Manager, your primary responsibility is to ensure 24/7 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 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 to ensure optimal resource allocation and cost targets. - Implement and enforce security policies for HPC/GPU clusters and cloud environments. **Qualifications & Skills:** - Bachelors or Masters in Computer Science, Engineering, or related field. - 8+ years in operations/support management roles, with 3+ years in cloud infrastructure or HPC/AI environments. - Strong understanding of cloud computing concepts and GPU accelerated computing. - Familiarity with infrastructure automation and observability tools. - Proven track record implementing ITIL/ITSM frameworks and running 24/7 support teams. - Excellent people management, coaching, and communication skills. - Experience with data analysis of operational metrics and proposing process improvements or automation. - Preferred certifications: ITIL Foundation/Intermediate, PMP/PRINCE2, cloud certifications (AWS, Azure, GCP), or HPC vendor certifications. (Note: The job description does not provide any additional details about the company.),