L3 Support Team Lead

Act as Incident Commander for high-severity infrastructure incidents

Lead structured triage and drive permanent root-cause fixes

Align L2, Cloud Ops, R&D, NOC, DC Automation, and ODM vendors during critical events

Establish clear postmortems and follow-through mechanisms

Identify recurring failure patterns and convert them into scalable fixes

Build structured escalation loops with R&D and vendors

Lead quarterly reliability reviews across platforms, firmware, and hardware

Translate analytics into preventive improvements

Design the L3 operating model (intake, prioritization, ownership, escalation)

Hire and grow a distributed team across EU and US

Define collaboration models across internal teams and external vendors

Influence cross-functional outcomes without direct authority

Define enterprise-grade support processes (SLA handling, escalation paths, severity models)

Act as senior escalation interface for complex customer-impacting issues

Experience building or leading L3 / escalation support for datacenter server infrastructure

Strong Incident Commander experience in production environments

Background supporting enterprise customers under contractual SLAs

Proven ability to build incident & problem management processes from scratch

People leadership experience (hiring, coaching, scaling teams)

Strong English communication skills

Deep Linux, hardware, and firmware troubleshooting capability

GPU server platform experience (e.g., NVIDIA diagnostics)

Experience managing ODM/OEM escalations

Bash / basic Python scripting

Exposure to OCP-based platforms