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.