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