IT​/Tech, Systems Engineer, IT Support

Nscale is seeking a Vice President of Support to lead the daily operations and support of our global datacenter infrastructure. This role owns the teams responsible for monitoring, troubleshooting, and incident response across mission-critical GPU, networking, and storage systems spanning multiple datacenters worldwide. You will ensure infrastructure health is continuously monitored, incidents are managed and resolved with speed and rigor, and support processes are executed consistently and  a senior leader, you will define and evolve operational standards, escalation models, and on-call practices that underpin reliability across Nscale's growing footprint.

Partnering closely with infrastructure, SRE, hardware, and datacenter operations teams, you will translate complex technical issues into clear operational outcomes, drive post-incident learning, and continuously raise the bar on service quality. This role is central to delivering operational excellence, customer confidence, and dependable AI infrastructure as Nscale scales globally.

• Own global datacenter support operations for Nscale's AI infrastructure, ensuring 24/7 coverage and consistent operational standards across regions.
• Build, scale, and lead a high-performing infrastructure support organisation, including senior ICs, managers, and regional leads.
• Define and enforce incident management, escalation, and severity frameworks for mission-critical GPU, networking, and storage platforms.
• Act as the executive owner for major incidents, leading cross-functional response, decision-making, and external communications where required.
• Establish and continuously improve operational runbooks, on-call models, and support playbooks aligned with hyperscale reliability expectations.
• Partner with Infrastructure Engineering, SRE, Hardware, and Datacenter Build teams to eliminate recurring failure modes and influence design-for-supportability.
• Drive root cause analysis, post-incident reviews, and corrective action tracking, ensuring lessons learned translate into measurable reliability improvements.
• Define, track, and report support and reliability KPIs (SLAs, uptime, MTTR, incident trends, capacity risk) to executive leadership and the board.
• Lead adoption of monitoring, observability, automation, and alerting strategies to reduce manual intervention and improve mean time to resolution.
• Own support readiness for new datacenter launches, hardware rollouts, and platform changes, ensuring operational stability from day one.
• Develop talent through mentorship, succession planning, and leadership development, creating a strong pipeline of future support leaders.
• Ensure compliance with security, safety, and operational policies across all supported environments.
• Define and manage the support operating model and budget, balancing cost efficiency with reliability and scale.
• Serve as a senior voice in availability, reliability, and risk discussions, representing operational reality in strategic decision-making.

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.

• Significant leadership experience owning datacenter infrastructure support or operations at scale, ideally across multiple global sites.
• Deep understanding of GPU, compute, networking, and storage platforms sufficient to challenge design decisions, assess risk, and guide teams through complex incidents.
• Proven track record of leading 24/7, mission-critical operations, including executive-level incident management and stakeholder communication.
• Strong grasp of observability, alerting, and operational telemetry, with the ability to set strategy rather than just use tools.
• Experienced in building and operating incident, problem, and change management frameworks appropriate for hyperscale or high-growth infrastructure.
• Demonstrated ability to partner with infrastructure engineering, SRE, and hardware teams to improve reliability…