Description

You will build and lead a production-grade L3 hardware support and escalation function for GPU-dense datacenter infrastructure. Own high-severity incident response, complex hardware investigations, and enterprise customer escalations under SLAs. This role combines hands-on technical depth with operational leadership and people management.

Requirements

• Experience building or leading L3 and escalation support for datacenter server infrastructure in multi-region environments
• Experience supporting enterprise bare metal customers under contractual SLAs
• Strong incident management leadership, including serving as Incident Commander

Responsibilities

• Build and lead L3 and escalation support function for multi-region datacenter server infrastructure
• Act as Incident Commander for high-severity incidents, driving structured mitigation and communication
• Own incident response, problem management, and cross-team escalation workflows end-to-end
• Support enterprise bare metal customers under contractual SLAs, including executive-level stakeholder communication
• Drive root cause analysis for hardware, firmware, and platform-level failures with corrective actions