Head of Infrastructure Support

Nscale

1d•Hybrid

About The Position

Nscale is seeking a Head of Infrastructure Support to lead the Infrastructure Support function for their region. This role involves managing the team, ensuring service availability and reliability, and driving rapid response to customer issues. The company operates a vertically integrated AI cloud, owning the full stack from energy to AI services, and is deploying GPU capacity at hyperscale. The Support and Operations team is crucial for maintaining service availability and reliability, operating within a culture of innovation, ownership, and accountability. As an Nscaler, you will contribute to building the technology that powers the future.

Requirements

8+ years in infrastructure, operations, or support engineering in production environments.
4+ years of direct line management of engineers in an operational support function, with demonstrable ownership of performance management.
Significant exposure to GPU, HPC, or large-scale data centre estates.
Leadership experience.
5+ years of direct line management of engineers in an operational support environment, with end-to-end ownership of performance management: reviews, development plans, and documented underperformance processes through to outcome.
Operational ownership.
Experience owning team workload, prioritisation, and service delivery against SLAs, with accountability for the numbers — and experience explaining those numbers to senior leadership.
Function building.
Experience hiring, scaling, or standing up support/operations capability in a fast-moving environment, including capacity modelling and headcount planning against demand; comfortable operating where processes are still evolving and helping define them without slowing delivery.
Communication.
Excellent written and verbal communication — clear, specific, and concise at every level, from ticket notes to executive updates to difficult customer conversations.
Decisiveness and accountability.
A bias for decisive action and calculated risk in ambiguous situations; you take ownership of outcomes, speak candidly, disagree when appropriate, and commit fully once decisions are made.
Technical foundation — 8+ years across:
Linux systems engineering in production, with proven troubleshooting across compute, storage, and network layers.
GPU infrastructure. Working knowledge of GPU platforms (NVIDIA; AMD beneficial) — driver/firmware stacks, hardware diagnostics (nvidia-smi, DCGM), fault isolation, and RMA workflows on AI or HPC estates.
High-performance east-west fabrics. Understanding of RDMA over InfiniBand and/or RoCE, link-level diagnostics, and how fabric health drives cluster performance; able to lead and challenge fabric-related incident response.
HPC scheduling and orchestration. Hands-on Slurm operation for multi-GPU workloads, including containerised execution via Pyxis/Enroot, MPI-based communication, and deep diagnostics of queue health, network topology, and job-level failures.
Networking fundamentals. L2/L3, routing, VLANs, load balancing, and how east-west cluster traffic differs from north-south.
Data centre operations. Solid understanding of servers, networking, storage, power, and virtualisation in an operational support context, including working with onsite DC Operations and smart-hands teams.
Observability and incident response. Interpreting metrics and alerts, driving incidents to resolution, and leading post-incident improvement.
Automation. Scripting (Bash, Python, or similar) and familiarity with Infrastructure as Code tools (Ansible, Terraform, or similar).
Process literacy.
Strong understanding of ITIL-aligned incident, problem, and change management, and of SRE practices — runbooks, toil reduction, and continuous improvement.
Adaptability.
Comfortable with out-of-hours escalations, regional on-call participation, and travel for onsite leadership.

Nice To Haves

Deeper GPU/HPC exposure.
NCCL-based performance troubleshooting, NVLink/NVSwitch, Slurm-scheduled multi-GPU workloads, or rack-scale systems.
High-performance storage.
Exposure to VAST or comparable AI-optimised storage platforms, Ceph, or NFS at scale.
OpenStack and fleet operations tooling.
OpenStack operations, or fleet-scale provisioning and health tooling (MAAS, NetBox, Redfish-driven automation, or similar).
Kubernetes.
Operating or supporting clusters and GPU operator stacks.
Multi-region or follow-the-sun operations.
Experience running or coordinating support across regions and time zones.
Formal qualifications.
ITIL certification, or relevant Linux/networking/cloud certifications.

Responsibilities

Own the success of Infrastructure Support for your region: service outcomes, customer impact, and team performance.
Own regional service performance against defined KPIs — SLA adherence, MTTR, first-response time, backlog health, and CSAT — with accurate reporting to the VP of Support and senior leadership.
Identify regional risks — capacity, capability, coverage, or customer — early, and either resolve them or escalate them with a clear recommendation.
Own regional capacity modelling and headcount planning: forecast support demand against fleet growth and customer onboarding, and make the business case for investment to the VP of Support.
Act as the regional accountability layer during rapid growth: when cross-functional work spanning Support, DC Operations, deployment, firmware, and Engineering lacks a clear owner, make sure it gets one and gets done.
Partner with the Heads of Infrastructure Support in the other regions — across EMEA, the US, and APAC — to run a single global function: consistent standards, processes, and quality, with true follow-the-sun handover between regions.
Own a global capability area on behalf of all regions — such as escalation management standards, the knowledge and runbook system, or the tooling and automation roadmap — working with other Heads of Infrastructure Support defining the standard every regional Support team operates to.
Own day-to-day people management for your regional Infrastructure Support team: regular 1:1s, performance reviews, development planning, and documented performance management — including underperformance — through to outcome.
Hire and grow the team: define role requirements, run structured interviews, and build a bench of engineers who meet Nscale's technical and communication bar.
Design your team's structure as the region scales, appointing and developing team leads and building second-line management capability as headcount grows.
Set and monitor individual and team objectives, driving accountability and continuous improvement.
Design and own shift planning, rota coverage, and on-call scheduling for the region, ensuring sustainable 24/7 support in coordination with the global coverage model.
Identify skills gaps and drive upskilling through training, mentoring, and knowledge sharing across teams.
Ensure roles, responsibilities, and expectations are clearly understood and consistently applied.
Own ticket queue health for the region: accurate prioritisation, timely resolution, and clean escalation flow from frontline triage into L2/L3.
Monitor team productivity and workload trends, addressing bottlenecks before they become service risks.
Ensure adherence to ITIL-aligned processes across incident, request, change, and problem management.
Improve dashboards, alerting, and runbooks to reduce repeat incidents and drive right-first-time resolution.
Maintain consistent standards, processes, and documentation across regional teams; ensure compliance with audit, security, and operational requirements.
Act as the senior regional escalation point for complex or high-impact incidents, including customer-facing escalations, participating in regional on-call as required.
Lead post-incident reviews, identify recurring patterns, and ensure follow-up actions are tracked and delivered — converting incidents into problem records and durable fixes.
Represent Infrastructure Support to regional customers and internal senior stakeholders; communicate clearly, candidly, and concisely at every level from engineer to executive.
Contribute to readiness and support planning for new services, data centre deployments, and customer onboarding in the region.
Work alongside Senior Engineers on complex incidents, technical improvements, and operational tooling — close enough to the work to lead it credibly.
Maintain hands-on fluency across GPU infrastructure (drivers, firmware, hardware fault isolation, RMA workflows), Linux at scale, and east-west high-performance fabrics (InfiniBand/RoCE diagnostics and fault isolation).
Guide investigation quality: evidence-led diagnosis, structured troubleshooting, and handovers that stand up to scrutiny.
Contribute to scripting and automation direction to reduce toil across the regional operation.
Travel to Nscale or customer sites when needed to lead onsite support activity.