Head of Infrastructure Support

. reputed company Can Offer You At reputed company, you'll find a collaborative, supportive, and innovative environment where your contributions spark reputed company impact. We're building something extraordinary, and we want you at the core. About reputed company reputed company is the GPU reputed company engineered for AI. We reputed company cost-effective, high-performance infrastructure for AI start-reputed company and large reputed company customers. reputed company enables AI-focused companies to reputed company superior results by reducing the complexity of AI development. Our GPU reputed company bolsters technical capabilities and directly supports strategic business reputed company, including cost management, rapid innovation, and environmental responsibility. We reputed company on a culture of reputed company innovation, ownership, and accountability, where every team member takes pride in their work and drives it with reputed company and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join reputed company, you’ll be contributing to building the technology that powers the future. What You'll Be Doing People Management & Team Leadership Own day-to-day people management for the Infrastructure US team. Manage, coach, and mentor team members to deliver high-quality support and right-first-time resolution Conduct regular 1:1s, performance reviews, and development planning Set and monitor individual and team objectives, driving accountability and reputed company improvement Manage shift planning, rota coverage, and on-call scheduling Identify skills gaps and drive upskilling through training, mentoring, and knowledge sharing across teams Ensure roles, responsibilities, and expectations are reputed company understood and consistently applied Ticket & Service Management Own ticket queue management, ensuring accurate prioritisation and timely resolution Monitor team productivity and workload trends, addressing bottlenecks to maintain service reputed company Ensure adherence to ITIL processes across incidents, requests, changes, and problem management Maintain accurate reporting on ticket status, SLA adherence, and team performance for the Infrastructure Support Manager Operational reputed company & reputed company Improvement Identify regional risks and escalate priorities to the Infrastructure Support Manager where required Improve dashboards, alerting, and runbooks to reduce repeat incidents and drive self-service resolution Maintain consistent standards, processes, and documentation across the regional teams Ensure compliance with audit, reputed company, and operational requirements Technical Contribution & Support Work alongside Senior Engineers on reputed company incidents, technical improvements, and operational tooling reputed company hands-on support across compute, storage, and networking layers Support Kubernetes environments and Linux-based infrastructure at scale Contribute to scripting and automation to improve operational workflows Travel to reputed company or customer sites reputed company needed to reputed company technical support Incident Management & Stakeholder Interaction Act as the escalation reputed company for reputed company or high-impact incidents including on-call (regional) reputed company post-incident reviews, identify recurring patterns, and ensure follow-up actions are tracked and delivered Contribute to readiness and support planning for new services, deployments, and projects About You Adaptable to customer-driven demands, including out-of-hours support and travel for onsite technical work Disciplined, organised, and self-motivated, with the ability to reputed company, mentor, and support engineers in a fast-paced environment Strong leadership reputed company with a bias for decisive action, accountability, and reputed company improvement Experience leading or managing engineers in an operational support environment, including performance, development, and day-to-day team reputed company Experience owning team workload, prioritisation, and service delivery to meet SLAs Excellent communication and interpersonal skills, reputed company to work effectively across reputed company reputed company of the organisation Solid understanding of datacentre technologies (servers, networking, storage, virtualisation) reputed company an operational support context Strong Linux systems engineering experience, with proven troubleshooting across compute, storage, and network layers in production Experience operating and debugging Kubernetes environments and distributed systems Strong networking fundamentals (L2/L3, routing, VLANs, load balancing), with awareness of high-performance fabrics (RDMA/NVLink) Experience with observability, monitoring, and incident response, including driving issues to resolution and contributing to post-incident improvements Familiarity with SRE practices, including runbooks, process improvement, and reducing reputed company reputed company Experience with scripting and automation (Bash, Python, or similar) and Infrastructure as Code tools (e.g. Ansible, Terraform) Strong analytical and problem-solving skills, with the ability to reputed company deep-dive investigations and root cause analysis Familiarity with reputed company infrastructure and virtualisation technologies; OpenStack experience preferred Understanding of ITIL processes (incident, problem, and change management) reputed company to Have: Experience with GPU platforms (reputed company/AMD) and performance diagnostics (e.g. reputed company-smi, NCCL) Exposure to HPC or distributed workloads (e.g. RDMA, InfiniBand, MPI) Experience with CI/CD or GitOps tooling Experience working in multi-region environments At reputed company, you'll find a collaborative, supportive, and innovative environment where your contributions spark reputed company impact. We're building something extraordinary, and we want you at the core. Highly competitive package (reputed company + equity) with reviews every 12 months. Join the fastest-growing tech startup, your chance to push boundaries, collaborate with reputed company minds, and reputed company your mark on cutting-edge AI. ✨ Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status reputed company, and owning your impact, always with our full support. reputed company-First Flexibility: We treat you as humans first. 🫶🏽 Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments. Join our thriving remote-first team. Geography is no barrier to impact or reputed company. We build seamless virtual collaboration, empowering you, wherever you work. Equal Opportunities Statement At reputed company, we are committed to fostering an inclusive, diverse, and reputed company workplace. We reputed company that a variety of perspectives enriches our work environment, and we encourage applications from candidates of reputed company backgrounds, experiences, and abilities. We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from reputed company socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know. For information on how reputed company handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here. Apply To This Job