Technical Operations Manager
About The Position
The Technical Operations Manager is responsible for the overall leadership, strategy, and execution of technical operations supporting a High-Performance Computing (HPC) data center environment. This role provides oversight of all server operations, technical service delivery, hardware support, vendor management, and customer-facing technical activities to ensure the highest levels of availability, reliability, and operational excellence. The Technical Operations Manager leads both the internal technical support organization and the external vendor support organization through direct management of: Technical Services Manager – responsible for Data Center Technicians, smart hands services, hardware deployments, operational support, and customer service delivery. HPC Vendor Services Manager – responsible for OEM technicians, vendor relationships, hardware repair activities, RMA management, spare parts logistics, and service-level performance. The role serves as the senior operational leader for all compute infrastructure support functions and acts as the primary interface between Operations, Engineering, Facilities, Customers, and Vendors. The Technical Operations Manager is accountable for service delivery, technical support performance, operational readiness, vendor effectiveness, infrastructure reliability, and continuous improvement across one or more HPC data center sites.
Requirements
- Bachelor's degree in Engineering, Computer Science, Information Technology, Electronics, or related discipline. Equivalent experience in mission-critical operations may be considered.
- 5+ years of experience in mission-critical operations, HPC infrastructure, cloud computing, or large-scale data center environments.
- 5+ years of management experience leading technical operations organizations.
- Experience managing both internal technical teams and external vendor organizations.
- Experience supporting enterprise server, storage, networking, and HPC infrastructure.
- Experience in 24/7 operational environments.
- HPC infrastructure and operations
- GPU computing environments
- Enterprise server platforms
- Storage technologies
- Data center operations
- Vendor support models
- Hardware lifecycle management
- Asset management systems
- Incident, change, and problem management
- ITIL service management principles
Responsibilities
- Lead all technical operations activities supporting HPC and server infrastructure.
- Develop and execute operational strategies that support business objectives and customer requirements.
- Establish operational standards, governance processes, and performance expectations.
- Promote a culture of safety, accountability, customer focus, and operational excellence.
- Provide leadership during critical incidents, major outages, and recovery events.
- Provide leadership and oversight to the Technical Services Manager responsible for Data Center Technicians, Lead Technicians, Smart Hands Services, Server deployment activities, Rack and stack operations, Customer support requests, and Operational readiness support.
- Provide leadership and oversight to the HPC Vendor Services Manager responsible for OEM Field Service Engineers, Vendor Technicians, Warranty support programs, Hardware repair activities, RMA management, Spare parts programs, Vendor performance management, and Service contract administration.
- Lead service delivery for all technical support functions.
- Monitor KPIs, SLAs, and operational performance.
- Ensure timely response to infrastructure and customer issues.
- Drive standardization, consistency, and continuous improvement.
- Develop support strategies for HPC, GPU, storage, and server environments.
- Ensure operational readiness for new technologies and deployments.
- Support lifecycle management, hardware refreshes, and infrastructure growth.
- Manage strategic relationships with vendors and OEMs.
- Conduct performance reviews and drive vendor accountability.
- Oversee contract compliance, escalations, and support agreements.
- Serve as the senior escalation point for major incidents.
- Coordinate response efforts, root cause analysis, and corrective actions.
- Monitor reliability trends and implement lessons learned.
- Act as a senior operational contact for customers and stakeholders.
- Support customer reviews, onboarding, and expansion initiatives.
- Ensure service delivery meets business and contractual requirements.
- Support commissioning, testing, and turnover of new infrastructure.
- Ensure operational requirements are incorporated into projects.
- Assess operational risks and support site expansion activities.
- Oversee hardware lifecycle, asset management, and capacity planning.
- Ensure effective management of critical spares and configuration controls.
- Support long-term infrastructure planning.
- Drive operational excellence, process improvement, and automation.
- Develop performance reporting and benchmark against industry standards.
- Ensure compliance with safety, security, change management, and regulatory requirements.
- Promote a strong safety culture and support audits and assessments.
Benefits
- Short-term and Long-term Incentive Programs
- Extended Health and Dental Benefits
- 3 weeks paid vacation
- Casual work attire
- Relocation assistance (if necessary)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
