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 We’re looking for a Lead Operations Engineer to join our team during an exciting phase of growth. In this role, you’ll be responsible for bridging the gap between our frontline operations engineers and the engineering teams that build and maintain our platform, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact. 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 Insuranc