Company Overview:

Ori Industries is at the forefront of AI infrastructure, revolutionising the connection between software and hardware for the AI era. Our mission is to empower AI teams with scalable, secure, and efficient infrastructure solutions that support seamless model training, deployment, and scaling.

Job Summary:

We are seeking a highly experienced Support Manager to lead an important portion of our Customer Support team. The primary goal of this global team is to delight our customers globally, by ensuring that any incident related to Ori’s Cloud Platform, High Performance Computing and AI supercomputer fleet (some of the fastest machines in the world) is resolved swiftly and decisively in collaboration with our engineering team & third-party suppliers. To achieve this goal, the team delivers 24/7, 365 on-call support handling and resolving customer queries using a “follow the sun” support strategy.

As Support Manager, you will manage and develop the IT service desk function (L1 and L2 support) in line with Ori’s fast infrastructure growth. You will showcase impeccable customer-facing skills, act as a credible IT technical advisor, define and deliver on key outcomes in line with our strategy & support policies, and ensure compliance with required operational standards. In addition to these leadership duties, you will be hands-on and actively participate in the triaging, diagnosis, and resolution of incoming queries.

Past HPC/AI experience is not required. However, this senior role requires a proven track record acting as an IT service desk manager (or equivalent), working in customer-facing roles, and maintaining strong technical expertise working with IT infrastructure and datacenter equipment. This role is a perfect opportunity for the successful candidate to enter the AI industry, and develop new skills around the wave of HPC & AI technologies, such as GPUs, Infiniband, parallel storage, AI orchestration software, and more.

Key Responsibilities:

Maintain the highest levels of customer satisfaction: you will ensure the brightest minds in the AI industry, who work on bleeding edge technologies, remain delighted at all times. You will play a key role firmly establishing Ori as a specialist cloud provider offering the highest possible quality of service and support.

Manage the daily operations of the IT service desk: you will act as a line manager in charge of delegating and tracking team objectives, coaching colleagues, and growing the L1/L2 infrastructure support function in line with Ori’s deployments roadmap.

Own Support Team Objectives & Compliance: you will be responsible for the definition and delivery of the support function against very clearly defined SLAs, SLOs, and operational requirements (ISO 27001, SOC2, etc.). You will report back to the senior leadership team about the team's performance, through the use of scorecards.

Response to incoming customer queries: you will ensure that all customer incidents have an assigned owner, are triaged, and documented thoroughly through the gathering and generation of logs, reproducers, etc.

Advanced troubleshooting: you will diagnose and debug sophisticated hardware and software issues in Cloud environments, and ultimately resolve incidents or propose workarounds when applicable.

Incident escalation: you will work in collaboration with the wider Ori organization, including the L3 and L4 support team (who operate within the Engineering department), to drive corrective actions and return affected equipment to operational standards.

Participate in Ori’s continuous support: you will facilitate the hand-over of support tickets to/from other members of the team to ensure incidents are worked on at all times. You may be occasionally required to work outside regular business hours.

Vendor interactions: you will work with third-party vendors as and when required to accelerate incident resolution and facilitate collaboration (e.g. defective parts replacements).

New System Delivery: you will occasionally participate in the delivery of new AI supercomputers, ranging from the design, procurement, installation, configuration, and acceptance of the systems.

Coaching & Mentoring: you will act as an advisor to your team, our customers and your peers within Ori to maintain our collective excellence and success.

Continuous Improvement: you will engage with the Support, Engineering, and Product teams to accelerate the learning process through the scheduling of retrospectives or lessons learnt sessions, the writing of troubleshooting guides & documentation, and the sharing of potential new capabilities or features that will make a positive impact on Ori’s offering.

Technical & Professional Proficiency: you will define the required training curriculum for your team. You will ensure that both your team and yourself are continuously trained on the latest technologies and best practices to remain at the top of your game in a fast-paced and continuously evolving industry.

Travel: you may be occasionally required to travel globally to support Ori’s initiatives, for instance to assist engineers in one of our facilities, or to participate in key industry events.

Qualifications:

Degree in Computer Science or related STEM subject, complemented with relevant industry experience.

5+ years of experience acting as a technical Support Manager in the IT cloud and datacenter space, preferably with experience hiring and growing a support function.

7+ years of experience in customer-facing cloud operations (e.g. technical support, technical consulting).

Strong knowledge of IT service management frameworks, with supporting certifications (e.g. ITIL).

Strong leadership skills, with a “can-do” attitude, the ability to independently and pro-actively spot and mitigate risks, garner support for your initiatives, and prepare compelling business cases for the benefit of the senior leadership team.

Proven track record working with cloud, IT datacenter and Linux environments with knowledge of cloud data center and environment technologies, including cooling and power distribution.

Strong foundation in Linux system administration.

Strong problem-solving abilities and the resilience to thrive in a fast-paced environment.

Excellent spoken and written communication skills (English) and ability to collaborate with cross-functional teams.

Salary Range Information

Based on market data and other factors, the salary range for this position is £65,000 to £75,000 and will vary depending on the candidate's experience.

Equal Opportunity Employer

Ori is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.

Set the standard: Every single day, you spot opportunities to constructively shake things up

Inspire the change: There’s no blueprint for the future. You’ll embrace challenges and change

You’re real and you’re true to yourself: We cherish and celebrate diversity so you’ll feel right at home whoever you are and whoever you’re talking to, you treat everyone the same.