Own customer-facing service delivery for the assigned region, with accountability for SLA adherence, service quality, and operational governance.
Act as the primary operational escalation point above local Operations Engineers for major incidents, service degradation, chronic issues, and change risk.
Define, implement, and continuously improve incident, problem, change, escalation, and communication processes across customer environments.
Lead or chair operational review and change-control discussions, and ensure that high-risk changes are properly assessed, communicated, and tracked.
Approve or govern root-cause analysis outcomes and ensure corrective and preventive actions are assigned, tracked, and closed.
Coordinate closely with internal engineering, vendors, telco stakeholders, and local support teams to maintain service continuity.
Build customer confidence through clear executive communication, daily incident/status reporting where needed, and well-structured service review cadences.
Oversee operational readiness for new deployments, including runbooks, access, tooling, monitoring baselines, on-call setup, patching coordination, and handover into steady state.
Use service data and operational KPIs such as MTTA, MTTR, change success rate, RCA follow-up closure, and patch compliance to improve delivery quality.
Ensure the support model is aligned with the staffing structure: local business-hours coverage, after-hours rotation, escalation paths, and regional oversight.
Maintain sufficient technical awareness of the platform stack to triage correctly and communicate credibly across infrastructure, cloud, Kubernetes, orchestration, observability, IAM, and metering domains.
Requirements
Excellent communication skills: Ability to clearly and effectively communicate with customers, vendors and internal teams, both verbally and in writing.
Technical knowledge: Understanding of the services being delivered and related technical concepts, including senior AI/ML/GPUaaS operations with strong all-round infrastructure knowledge (cloud, networking, DevOps).
Problem-solving skills: Ability to analyze issues, identify root causes, and find solutions to resolve client problems (SLAs, ITIL processes and customer-facing operations).
Customer service focus: Commitment to providing exceptional customer service and exceeding client expectations.
Organizational skills: Ability to manage multiple tasks and prioritize effectively.
Analytical skills: Capability to interpret data and identify trends to inform decision-making.
5+ years’ experience in telecom or data center management a plus.
Tech Stack
Cloud
Kubernetes
Benefits
Attractive compensation package reflecting your expertise and experience.
A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.