Lead Operations Engineer - Global Operations

About TensorWave

Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.

About the Role

TensorWave is building the next generation of GPU cloud infrastructure, and our Global Operations Center is the backbone that keeps it running 24/7 across multiple data centers. As Lead Operations Engineer, you'll be the technical backbone of the GOC and bridge the gap between our frontline operations engineers and the engineering teams that build and maintain our platform.

You're the person who makes the shift teams more effective: developing and validating the runbooks they execute, reviewing major incidents to drive systemic improvements, and working directly with engineering leads to build better alerting and identify tasks that can be safely pushed to the operations floor. You'll work with the Head of Global Operations to own the operational maturity of the GOC and be the driving force behind turning reactive firefighting into proactive, repeatable operations.

What You'll Do

• Establish and enforce standards for runbook quality, including clear escalation criteria, rollback procedures, and customer impact assessments

• Validate runbooks through tabletop exercises and live testing before releasing to shift teams

• Continuously identify gaps in GOC processes, tooling, and coverage

• Develop and implement new processes to address operational blind spots

• Drive standardization of incident triage, escalation, and resolution workflows across all shifts

• Build and maintain the GOC's operational knowledge base. Own the full lifecycle of GOC runbooks: creation, peer review, validation, and retirement

• Develop runbooks for common and safe operational tasks that shift teams can execute independently

• Lead post-incident reviews for all major incidents, producing actionable findings

• Track recurring issue patterns and drive root cause resolution with engineering teams

• Maintain and report on incident metrics, identifying trends that require systemic fixes

• Ensure lessons learned are incorporated into runbooks, alerting, and training

• Serve as the primary technical liaison between the GOC and Engineering

• Work with engineering leads to develop and refine alerting thresholds and reduce noise

• Identify operational tasks that can be safely delegated to shift teams and work with engineering to build the tooling and guardrails to support that

• Advocate for operational improvements in platform design and deployment processes

• Provide operational input into change management and maintenance planning

Who You Are

Required Qualifications

• 3+ years in infrastructure operations, site reliability engineering, NOC/SOC, or a similar role in a data center, cloud, or managed services environment

• Strong understanding of GPU compute infrastructure, Linux systems administration, and networking fundamentals

• Demonstrated experience building runbooks, operational procedures, and incident management frameworks from scratch

• Track record of leading post-incident reviews and driving measurable operational improvements

• Ability to work across organizational boundaries-comfortable engaging with engineering leads, shift operators, and leadership alike

• Experience with monitoring and observability tools (e.g., Prometheus, Grafana, PagerDuty, or similar)

• Strong written communication skills; you'll be authoring documentation that shift teams rely on at 3 AM

• Familiarity with ITIL or similar operational frameworks (pragmatic application, not certification worship)

Preferred Qualifications

• Experience in GPU cloud, HPC, or AI/ML infrastructure operations

• Background in both NOC and SOC functions or converged operations environments

• Experience supporting enterprise customers with SLA-driven service commitments

• Familiarity with hardware lifecycle management, RMA processes, and vendor coordination

• Scripting/automation skills (Python, Bash) for building operational tooling

• Experience scaling operations teams from early-stage to mature 24/7 coverage

What We Offer

• Stock Options

• 100% paid Medical, Dental, and Vision insurance for Employees

• Company Health Savings Account Contributions

• 100% paid Short Term and Long Term Disability Insurance for Employees

• Life and Voluntary Supplemental Insurance Options

• Other Insurance Options, such as Pet & Legal Insurance

• Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support

• Flexible Spending Account

• 401(k)

• Employee Assistance Program

• Flexible PTO

• Paid Holidays

• Parental Leave

• Other In-Office Perks

Equal Employment Opportunity

TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.

Reasonable Accommodations

TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com.

Employment Eligibility

All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.

Background Checks

Where permitted by law, employment may be contingent upon the successful completion of a job-related background check.

Data Privacy Notice

By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.