Infrastructure Operations Operator (Sauda)

Job description

## About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. At Nscale, our Operations team plays a critical role in maintaining service availability, driving service reliability, and providing rapid responses to customer issues across our AI infrastructure. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence 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 our team, you'll be contributing to building the technology that powers the future. ## About the Role We are hiring an Infrastructure Support Operations Operator to support the day-to-day operation and reliability of Nscale's AI data centre infrastructure. This is a hands-on technical operations role for an experienced operator who combines strong technical troubleshooting skills with excellent people and communication skills. You'll take ownership of operational issues, respond to incidents, support customers, and help ensure our infrastructure operates reliably and in line with agreed service levels. You'll also take on broader responsibilities within the team, including supporting and mentoring junior operators, coordinating with vendors, and contributing to the continuous improvement of our operational processes and documentation. This is a full-time, shift-based role that requires flexibility to participate in on-call support and work extended hours during critical incidents or high-demand projects. The role may also require approximately 25% travel to other Nscale data centres to support colleagues, operational projects, and training. ## What you'll be doing ### Infrastructure Operations & Service Delivery - Support the day-to-day operation of Nscale's AI data centre infrastructure. - Monitor operational activities and ensure adherence to agreed Service Level Agreements (SLAs). - Troubleshoot hardware, software, networking, and infrastructure-related issues. - Take ownership of complex operational problems and drive them through to resolution. - Support the availability, reliability, and performance of mission-critical infrastructure. ### Incident Response & Troubleshooting - Lead and support incident response activities, including troubleshooting hardware and software issues. - Assess operational issues, determine appropriate actions, and escalate complex problems when required. - Coordinate with internal engineering and infrastructure teams during critical incidents. - Contribute to root cause analysis and actions designed to prevent recurring issues. ### Customer Support & Escalations - Handle advanced customer support requests and technical escalations. - Work with internal teams to ensure customer-impacting issues are resolved effectively. - Provide clear and timely communication during operational incidents. - Maintain a strong customer service mindset while balancing technical and operational priorities. ### Team Support & Knowledge Sharing - Mentor and train junior operators, helping develop their technical and operational capabilities. - Share knowledge and operational best practices across the team. - Support colleagues in resolving complex technical issues. - Contribute to a culture of ownership, accountability, and continuous learning. ### Vendor & Hardware Coordination - Coordinate with vendors for hardware replacements, maintenance, and technical support. - Support hardware installation, replacement, and break-fix activities. - Work with internal and external stakeholders to ensure infrastructure issues are resolved efficiently. ### Process Improvement & Documentation - Contribute to the continuous improvement of operational workflows, processes, and procedures. - Create and maintain accurate operational documentation and runbooks. - Identify opportunities to improve efficiency, reliability, and consistency across data centre operations. - Support business-related infrastructure projects and operational improvement initiatives. ## About You ### Required Experience - 2+ years of experience in data centre operations, infrastructure operations, technical support, or a similar environment. - Strong understanding of data centre operations, server hardware, and networking concepts. - Proven ability to diagnose and resolve complex technical problems. - Experience working within operational environments governed by SLAs and service management processes. - Strong analytical and problem-solving skills. - Ability to support and mentor less experienced team members. - Relevant technical certifications or equivalent practical experience. ### Technical Knowledge - Good understanding of server hardware and data centre infrastructure. - Knowledge of networking fundamentals and infrastructure connectivity. - Experience troubleshooting hardware and software issues. - Ability to quickly understand technical concepts and apply structured troubleshooting approaches. ### Preferred Experience - Experience working within large-scale or mission-critical data centre environments. - Hands-on server installation, maintenance, or break-fix experience within a technology organisation. - Exposure to cloud, HPC, AI, or GPU infrastructure environments. - Experience supporting customer-facing infrastructure services. ### Personal Attributes - Highly organised, diligent, and detail-oriented. - Self-starter who is curious and quick to learn. - Comfortable solving problems and making decisions in ambiguous, fast-moving situations. - Strong communicator who can build effective relationships across technical and non-technical teams. - Comfortable influencing stakeholders without direct authority. - Strong customer service ethic and commitment to delivering high-quality outcomes. - Calm and methodical when responding to incidents and operational challenges. - Willing and able to work shifts, participate in on-call rotations, and support extended hours during critical incidents when required. - Willing to travel to other Nscale data centre locations as required. ## What we can offer you At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core. Highly competitive package (base + equity) with reviews every 12 months. 🚀 Join one of the fastest-growing AI infrastructure companies — your chance to work hands-on with the infrastructure powering the next generation of AI. ✨ Expect a dynamic progression plan tailored to your ambitions. Grow by solving complex operational challenges, developing your technical expertise, and taking increasing ownership across our data centre operations. Human-First Flexibility: We treat you as humans first. 🫶🏽 We trust Nscalers to deliver while recognising the importance of balance and wellbeing. Learning & Development: Build your expertise through hands-on experience, technical training, and exposure to cutting-edge AI and GPU infrastructure. ## Equal Opportunities Statement We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there's anything we can do to accommodate your specific situation, please let us know. The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role. *For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: [Here.](https://drive.google.com/file/d/1QK5Yg04WHD9K9IAtJgQWubJZC9oLvatK/view?usp=sharing)*