SRE L1/L2 Support / Cloud Platform Ops Engineer

About the role

The position is the first human in the loop for NeoCloud’s AI‑operated GPU cloud, handling escalation and providing ground‑truth data for the AIOps platform. You will work the 8 AM–8 PM PST shift, monitoring US GPU data centers and turning novel incidents into automation opportunities.

Key responsibilities

• Monitor GPU cluster health, network status, storage systems and environmental sensors via centralized dashboards.
• Respond to alerts, execute runbooks for common incidents (GPU errors, link flaps, node failures, storage alerts) and perform hardware triage.
• Carry out standard remediation actions such as GPU resets, node drains/reboots, link reseating and BMC recovery.
• Collect diagnostic data (logs, DCGM output, network diagnostics, hardware health reports) for L2/SME escalation.
• Manage incident tickets from creation through resolution or escalation using ServiceNow/Jira.
• Perform physical data‑center tasks including cable installation, hardware swap‑outs, rack‑and‑stack, and labeling.
• Execute structured shift handoffs with the APAC operations team and maintain operational runbooks.
• Tag and describe resolved novel incidents to feed the AIOps substrate for future automation.

Required profile

• 2+ years of experience in NOC, data‑center operations, or IT support.
• Basic Linux system administration skills (command line, log analysis, service management).
• Familiarity with monitoring tools such as Prometheus, Grafana or Nagios.
• Experience with ticketing systems like ServiceNow or Jira Service Management.
• Ability to perform physical data‑center tasks (rack‑and‑stack, cabling, hardware replacement).
• Strong communication skills for shift handoffs, incident documentation and escalation.
• Willingness to work the 8 AM–8 PM PST shift schedule (12‑hour rotating shifts).

Required skills

• Linux
• Prometheus
• Grafana
• Nagios
• ServiceNow
• Jira
• GPU hardware troubleshooting
• Network interface card (NIC) handling
• Power supply unit (PSU) diagnostics
• Baseboard Management Controller (BMC) recovery
• DCGM (Data Center GPU Manager) usage