Infrastructure Operations Lead (1pm-9pm EST)- remote

The Infrastructure Operations Lead splits their time between leading the Tier 1 Technical Support team and hands-on infrastructure operations. You will own 24/7 support coverage and SLA performance, serve as the escalation point for Tier 1, and maintain the infrastructure behind our HPC environments. The role works 1:00 PM 9:00 PM ET, Monday Friday, overlapping with and extending coverage beyond our day-shift Infrastructure Operations Engineer, and participates in an on-call rotation for weekends and holidays. Occasional travel to US data centers may be required., Team Leadership & 24/7 Coverage

• Lead, train, and develop the Tier 1 Technical Support team; conduct 1:1s and provide input on performance reviews
• Participate in hiring and onboarding new Tier 1 engineers
• Own the 24/7 schedule (shift rotations, on-call, weekend and holiday coverage); set shift handoff standards and coordinate handoffs with day-shift
• Review ticket quality and customer communications across the ticketing system, Slack, and email
• Monitor first-response and resolution SLAs in real time and intervene before breaches occur
• Report on support KPIs (SLA attainment, volume, backlog, resolution time, CSAT) and drive corrective actions on breaches
• Serve as Tier 1’s first escalation point, resolving issues that need backend access and routing complex issues to Network Engineering or senior engineering
• Own customer communication on escalated issues through resolution; coordinate incident response during shift and contribute to post-incident reviews
• Perform infrastructure health checks, firmware updates, and patch management, including after-hours maintenance windows
• Handle RMAs and coordinate hardware replacements with OEMs, vendors, and on-site staff
• Own support runbooks and the knowledge base; keep infrastructure documentation current
• Identify recurring ticket trends and drive automation and process changes that reduce volume and improve response times

• 5+ years in infrastructure operations, system administration, or technical support in data center, cloud, or enterprise environments
• 2+ years leading or supervising a technical support or operations team
• Experience running a 24/7, shift-based, SLA-driven support operation
• Advanced Linux administration (scripting, log analysis, troubleshooting) and hands-on server hardware experience, including IPMI/BMC
• Solid networking fundamentals (IP, DNS, ports, firewalls) and monitoring/alerting tools
• Experience configuring SLAs and reporting in a ticketing system (e.g., Jira Service Management, Zendesk)
• Strong communication skills and sound judgment under pressure, including off-hours decision-making
• Availability for a 1:00 PM 9:00 PM ET schedule, weekend/holiday on-call rotation, and occasional travel

Preferred: bachelor’s degree in CS/IT; IaaS, cloud, or HPC experience; automation tools (Ansible, Puppet, Chef); ITIL certification

We are a pioneering Infrastructure-as-a-Service (IaaS) company, focusing on delivering High-Performance Computing (HPC) solutions. Our cutting-edge data centers form the core of our operations, empowering us to offer unmatched computational resources to our global clientele. As we expand to full 24/7 coverage, we are hiring an Infrastructure Operations Lead to own our support operation and lead our Technical Support team.