Site Reliability Engineering Manager

Lead, NOC & Incident Management – Data Center Operations

Location: Austin, TX

Employment Type: Full-Time

Salary: $200,000 – $300,000 base equity

Benefits: Full Benefits Package

Our client is a fast-growing AI infrastructure company building next-generation data centers and cloud-scale systems. They are seeking a Lead, NOC & Incident Management to establish and lead a cross-functional operations center (NOC) and incident management function, ensuring reliable monitoring and response across the company’s infrastructure portfolio, including datacenter facilities, network backbone, and platform services.

This is a hands-on operational leadership role combining strategic process development with technical credibility. The successful candidate will build 24/7 monitoring and triage capabilities, operationalize incident management frameworks, and drive a culture of proactive, consistent operational excellence.

Key Responsibilities

NOC Build & Operations

• Stand up a cross-functional operations center from scratch, including staffing models, handoff processes, KPIs, and quality standards
• Select and onboard MSP partners for Tier 1 coverage
• Ensure qualified monitoring coverage 24/7 for all critical alerts

Incident Management Execution

• Create, deploy, and operationalize structured incident management frameworks
• Manage on-call rotations, run incident bridges for SEV0/SEV1 events, and lead post-incident reviews
• Partner with internal teams to continuously refine incident response processes

Operational Readiness

• Maintain runbook quality assurance and tabletop exercises for new infrastructure domains
• Onboard new domains (Facilities, Network, Systems) into NOC coverage aligned with datacenter launches

Cross-Functional Orchestration

• Build operational partnerships across Network Ops, DC Ops, Systems/Platform, and Security teams
• Define clear Tier 1 → Tier 2 escalation criteria and ensure the NOC acts as a force multiplier for engineering teams

Vendor & Carrier Ticket Management

• Establish processes for full lifecycle management of carrier and vendor tickets
• Track, enforce SLAs, escalate as needed, and maintain documentation for all vendor interactions

Metrics & Continuous Improvement

• Define and track operational metrics (MTTA, MTTR, escalation rate, false positives, runbook coverage)
• Produce operational reports and use data to reduce alert noise, improve runbooks, and shorten incident response times

Qualifications

• 5 years in network operations, infrastructure operations, or site reliability roles with NOC leadership experience
• Deep experience with structured incident response: severity classification, escalations, incident bridges, post-incident reviews, and RCA workflows
• Technical breadth across infrastructure domains: network, facilities, and platform services
• Proven ability to build operational processes, runbooks, and training programs from scratch
• Strong cross-team influence without direct authority
• Customer SLA mindset with focus on reliable 24/7 operations
• Comfortable operating in a fast-paced, high-growth environment

Preferred Experience

• Experience at hyperscale or large-scale infrastructure companies or telcos
• Hands-on with incident management tools (incident.io, PagerDuty, Opsgenie, ServiceNow)
• MSP/vendor selection, onboarding, and management experience
• Familiarity with datacenter facilities operations, BMS/SCADA alerts, and carrier/ISP processes
• Startup experience in high-growth environments

Compensation & Benefits

• Base salary of $200,000 – $300,000
• Equity participation from day one
• Health, dental, and vision insurance
• Retirement plan aligned with U.S. norms
• Generous PTO policy