Job Description

Key Responsibilities

Monitoring & Event Management

• Monitor 24×7 operational dashboards across GPU clusters, servers, storage platforms, and network fabrics.
• Triage and investigate alarms generated by monitoring platforms including Zabbix, Grafana, Prometheus, NVIDIA DCGM, and vendor-specific tools.
• Correlate events across compute, network, and facility layers to identify root causes and reduce alert noise.
• Fine-tune monitoring thresholds and alerting mechanisms to improve operational effectiveness.

Incident Response

• Log, classify, prioritize, and track incidents using ServiceNow, Jira Service Management, or similar ITSM platforms.
• Execute documented runbooks and Standard Operating Procedures (SOPs).
• Perform first-level troubleshooting across Linux systems, networking, virtualization, and infrastructure platforms.
• Escalate incidents to L2/L3 support teams, on-site field engineers, or OEM vendors in accordance with established escalation procedures.
• Drive incident resolution within agreed SLAs and maintain accurate incident timelines and records.

Change & Request Fulfillment

• Support planned maintenance activities and change implementations across data center environments.
• Fulfill standard service requests in accordance with operational procedures.
• Validate infrastructure health before and after changes and initiate rollback procedures when required.

Customer & Stakeholder Communication

• Provide timely, accurate, and professional updates throughout the incident lifecycle.
• Publish shift handover reports, daily service health summaries, and incident notifications.
• Coordinate effectively with internal stakeholders, customers, vendors, and engineering teams.

Continuous Improvement

• Develop and maintain technical runbooks, SOPs, and knowledge-base documentation.
• Participate in post-incident reviews and contribute to corrective and preventive actions.
• Identify opportunities for automation and process optimization.

Required Qualifications

• Minimum 3 years of experience in a NOC, SOC, or 24×7 operations environment supporting enterprise or data center infrastructure.
• Working knowledge of Linux administration and Windows Server fundamentals.
• Solid understanding of:
• TCP/IP Networking
• VLANs
• Routing & Switching
• DNS
• Load Balancing
• Firewalls
• Hands-on experience with monitoring tools such as:
• Zabbix
• Nagios
• PRTG
• Grafana
• Prometheus
• Experience using ITIL-aligned ticketing platforms such as:
• ServiceNow
• Jira Service Management
• Remedy
• Ability to work rotating 24×7 shifts, including nights, weekends, and public holidays.
• Strong verbal and written English communication skills.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.

Preferred Qualifications

• Experience supporting NVIDIA GPU platforms, including DGX/HGX environments and DCGM monitoring.
• Familiarity with InfiniBand, RoCE, or high-speed Ethernet fabrics.
• Exposure to virtualization, containerized infrastructure, and Kubernetes environments.
• Relevant certifications such as:
• ITIL v4 Foundation
• CCNA
• RHCSA
• CompTIA Network+
• CompTIA Server+
• Previous experience working in a:
• Managed Services Provider (MSP)
• Hyperscale Data Center
• Telecommunications NOC Environment
• Basic scripting knowledge in Python, Bash, or PowerShell.

What Success Looks Like

• Rapid and accurate incident identification and resolution.
• Consistent SLA achievement and operational excellence.
• Clear customer communication during critical incidents.
• Continuous contribution to automation, documentation, and operational improvements.
• Strong collaboration with engineering, vendor, and customer teams.

Join us and help operate next-generation AI, GPU, and data center infrastructure at scale.