Technical Operations Manager – AI

Role Overview

• Own the end-to-end operational performance of the 24x7 Operations Centre: incident management, change management, and problem management
• Serve as the primary escalation point for P1/P2 incidents, providing incident command and coordinating resolution across SRE, Service Desk, DevOps partners, and third-party vendors
• Maintain and continuously improve operational runbooks, SOPs, and the postmortem-to-runbook learning pipeline
• Lead regular operational reviews (weekly, monthly) and produce management-ready performance reports covering MTTR, SLA adherence, error budget consumption, and incident trends
• Manage on-call rotas and escalation schedules across the Operations Centre; coordinate overnight cover and handoff procedures
• Own the change advisory process, ensuring all infrastructure changes are risk-assessed, scheduled, and communicated appropriately
• Line-manage the Service Desk function: own ticket triage workflows, SLA timers, first-contact resolution targets, and customer communication standards within the ITSM
• Champion a customer-first culture across Service Desk
• Own the SLO/error budget framework at a programme level: hold the team accountable to error budget targets, use burn rate data to drive prioritisation decisions, and escalate when automation investment needs to be throttled or accelerated
• Provide operational context in sprint planning and backlog prioritisation; ensure the SRE team’s roadmap is anchored to customer experience, customer-impacting risk reduction and compliance milestones, not engineering preference alone
• Manage and develop 3rd Party integrations, at both a Service and Technical level

Requirements

• Comfortable and confident dealing directly with Clients
• Proven background within infrastructure operations, HPC, SRE, NOC, managed services, or equivalent mission-critical environment in a management or senior lead role
• Demonstrated experience across at least two of the three domains: NOC/incident operations, service management (ITSM, SLA governance), and SRE/platform engineering, with sufficient working knowledge of the third to operate effectively as an escalation point
• Working knowledge of observability tooling, Grafana, Prometheus, or equivalent; able to read dashboards, interrogate alert logic, and hold meaningful conversations with engineering teams and third-party vendors
• Fluency with SLA/SLO frameworks: designing, implementing, and reporting against contractual and internal service targets
• Strong Linux, Container and Infrastructure knowledge, specifically supporting GPU and HPC workloads in production
• Operational experience with GPU infrastructure (NVIDIA HGX, DGX, InfiniBand) or AI/HPC compute environments is an advantage
• Familiarity with DCGM Exporter, GPU telemetry, or equivalent high-density compute monitoring
• Experience with integration and automation into ticket platforms (Halo, ServiceNow, Fresh service, or equivalent) and ITIL-based incident, problem, and change management
• Hands-on experience with GitLab, GitOps workflows, and infrastructure-as-code (Terraform, Ansible, or AWX)
• Exposure to agentic remediation / AIOps tooling, automated alerting, event correlation, or self-healing runbooks
• Exposure to one or more of Python, Go, Bash, PromQL
• Experience in a data centre, Hosting, Cloud, colocation, managed hosting, or sovereign cloud environment.

Tech Stack

• Ansible
• Cloud
• Grafana
• ITSM
• Linux
• Prometheus
• Python
• ServiceNow
• Terraform
• Go

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development