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

- **Company:** Calance Consulting Corporation
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $90,000.0 - $110,000.0
- **Contract:** Temporary contract
- **Skills:** JIRA, Intelligent Platform Management Interface, Cloud Computing, Data Centers, Domain Name System (DNS), Firmware, Infrastructure as a Service (IaaS), Issue Tracking Systems, Linux System Administration, Log Analysis, Nagios, Networking Basics, Ansible, Scripting, High Performance Computing, Firewalls (Computer Science), Backend, Patch Management, Hardware Infrastructure, Puppet, Zendesk
- **Published:** October 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9e305e6f9de390e0

## About the Role

* 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

## Description

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