SRE L1 Support/Cloud Platform Ops Engineer
About The Position
NeoCloud is building an AI-operated GPU cloud. This role is the first human in the loop, serving as the escalation target when the AIOps system needs a decision and the source of ground truth that turns novel incidents into new automations. In this L1 role, you will cover front-line monitoring and incident response for NeoCloud's US GPU DCs during the 8 AM–8 PM PST shift. You will execute SOPs, escalate complex cases, and provide the AIOps system with the ground truth it needs to learn from novel incidents. This role is different from a traditional NOC job because the platform is the last line of defense, and you serve as the training signal. Strong L1s have a growth path into SME roles or the platform team as automation authors.
Requirements
- 2+ years in NOC, data center operations, or IT support role
- Basic Linux system administration (command line, log analysis, service management)
- Familiarity with monitoring tools (Prometheus, Grafana, Nagios, or equivalent)
- Experience with ticketing systems (ServiceNow, Jira Service Management)
- Ability to perform physical data center tasks: rack and stack, cabling, hardware replacement
- Strong communication skills for shift handoffs, incident documentation, and escalation
- Ability to work 8 AM-8 PM PST shift schedule (12-hour shifts with rotation)
- Curiosity about automation — you don't just execute the runbook, you notice when it's the third time this month and ask what should change.
- Comfort with structured data — you understand that how you file a ticket matters, because it may train a model that decides how the next one is filed.
Responsibilities
- Monitor GPU cluster health, network status, storage systems, and environmental sensors via centralized dashboards.
- Respond to alerts and execute runbooks for common incidents: GPU errors, link flaps, node failures, storage alerts.
- Perform hardware triage: identify failed GPUs, NICs, PSUs, disks, and cables from monitoring data and physical inspection.
- Execute standard remediation: GPU reset, node drain/reboot, link re-seat, BMC recovery.
- Collect diagnostic data for L2/SME escalation: logs, DCGM output, network diagnostics, hardware health reports.
- Manage incident tickets from creation through resolution or escalation (ServiceNow/Jira).
- Perform physical DC tasks: cable installation, hardware swap-outs, rack and stack, labeling (on-site roles).
- Execute structured shift handoffs at 8 AM and 8 PM PST with the APAC operations team.
- Maintain and update operational runbooks based on recurring issues.
- Assist with hardware deployment, firmware updates, and inventory management under SME guidance.
- Tag and describe every novel incident resolved to provide data for the platform team, enabling future automation.
- Ensure runbooks evolve towards platform executability rather than manual execution.
- Provide structured signal through handoff notes, not free-form email.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
