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

Infrastructure Operations Lead
Company Overview
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.

Position Summary
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.

Key Responsibilities
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
Qualifications
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