Head of 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 are building a comprehensive Global Operations Center (GOC) and we’re looking for a seasoned leader to lead this critical function. This role is responsible for standardizing 24/7 monitoring and incident response operations across all TensorWave data centers. Reporting to the VP of Operations, the Head of Global Operations will define processes, implement tooling, and grow the team who will serve as the frontline of TensorWave’s infrastructure reliability.
This is a unique opportunity to grow a function that directly impacts every customer’s experience. You will have significant influence over how TensorWave improves monitoring, detection, triage, and response to infrastructure events across a rapidly growing multi-site footprint. If you thrive in fast-paced environments and want to build something meaningful, this role is for you.
What You’ll Do
Build the Global Operations organization, including solidifying team structure, shift models, and staffing plans to achieve 24/7 coverage
Recruit, hire, and develop Operations engineers and shift leads who can monitor complex GPU cloud infrastructure
Establish a culture of operational excellence, clear communication, and continuous improvement
Define career progression paths for Global Operations team members and invest in their technical development
Formalize real-time monitoring process across all TensorWave data centers covering compute, networking, storage, power, and cooling systems
Document improvements for incident detection, triage, and escalation processes with clear severity classifications and response SLAs
Own L1 incident response including initial diagnosis, runbook execution, and coordination of engineering escalations
Maintain and update status page communications during incidents, ensuring internal and external stakeholders receive timely updates
Drive post-incident review participation and ensure GOC-identified lessons are fed back into runbooks and alerting
Develop and maintain a comprehensive runbook library covering common failure modes, triage procedures, and escalation paths
Define alert tuning strategies to minimize noise and ensure high-signal alerting across the infrastructure
Establish GOC operational metrics and reporting, including MTTD, MTTR, alert-to-incident ratios, and escalation rates
Collaborate with engineering teams to ensure new infrastructure deployments include monitoring and alerting coverage from day one
Partner with Customer Experience to define the handoff between GOC real-time monitoring and customer-facing communications during incidents
Work closely with Data Center Operations and Infrastructure Engineering to maintain escalation matrices and on-call schedules
Coordinate with the PMO on change management processes to ensure the GOC is informed of planned maintenance and infrastructure changes
Contribute to SLA management by ensuring monitoring and response capabilities align with customer contractual commitments
Who You Are
Required Qualifications
5+ years of experience working in a NOC or infrastructure operations center environment
Demonstrated experience supporting 24/7 customer-facing operations, including shift scheduling and on-call management
Hands-on experience with monitoring and observability platforms (e.g. Grafana, Prometheus, or similar)
Strong understanding of incident management frameworks, including severity classification, escalation procedures, and post-incident review
Experience writing and maintaining operational runbooks for infrastructure triage and remediation
Working knowledge of networking fundamentals (TCP/IP, DNS, BGP, VLANs) and Linux system administration
Proven ability to hire, train, and lead technical operations teams
Excellent written and verbal communication skills, particularly in high-pressure incident scenarios
Experience with ticketing and incident tracking systems (e.g., PagerDuty, ServiceNow, Jira, or equivalent)
Preferred Qualifications
Experience building a GOC function from scratch at a cloud provider, managed services provider, or data center operator
Familiarity with GPU infrastructure, HPC clusters, or AI/ML workloads
Experience with Kubernetes and container orchestration platforms in a production environment
Knowledge of data center physical infrastructure including power distribution, cooling, and cabling
Experience operating across multiple geographically distributed data centers
Background in cloud infrastructure providers (AWS, GCP, Azure, or neocloud/GPU cloud providers)
ITIL certification or equivalent experience with IT service management frameworks
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 Insurance for Employees
Life and Voluntary Supplemental Insurance Options
Other Insurance Options, such as Pet & Legal Insurance
Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support
Flexible Spending Account
401(k)
Employee Assistance Program
Flexible PTO
Paid Holidays
Parental Leave
Other In-Office Perks
Equal Employment Opportunity
TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.
Reasonable Accommodations
TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com.
Employment Eligibility
All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.
Background Checks
Where permitted by law, employment may be contingent upon the successful completion of a job-related background check.
Data Privacy Notice
By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.